Dissatisfaction from your consumers about your products will always lead to a risk of sales and revenues. insurance companies or telecommunication industry. Technology acceptance, especially internet banking acceptance has become a vital issue in the business world today. The purpose of this study is to analyze the satisfaction level of the customer towards net banking services. Special attention is paid to corporate clients. E-banking service quality on customer satisfaction, at the same time, to measure the moderating role of customer trust on the main relationship. This relationship is illustrated in Graph 1 below. Q19. service quality dimensions for customer satisfaction in e-banking [13]. Guriting & Ndubisi, 2006; Nor, This research depends on a questionnaire as the main instrument to measure research variables; a sample of … Judgmental and convenience sampling was used and various kinds of internet banking customers were approached in New Delhi. customer’s opinions in the end. In service marketing literature, service quality is generally defined as the overall assessment of a service by the customers, (Eshghi et al., 2008, p.121) or the extent to which a service meets customer’s needs or expectations, Asubonteng et al., (1996). However, improvement on certain things should be done in EAST-WEST Journal of ECONOMICS AND BUSINESS 57 Journal of Economics and Business Vol. XIX – 2016, No 2 APPLYING SERVQUAL TO THE BANKING INDUSTRY Andreas P. Kakouris University of the Aegean, Panagiotis K. Finos Hellenic Open University ABSTRACT This empirical study examines the service quality perceptions of customers of the Finally, this paper suggests that an understanding about the customer’s perception regarding the e-banking services of Your participation in this survey is greatly appreciated. The Impact of E-banking on Customer Satisfaction Page 6 of 13 Researches conducted in some countries on customers’ perception of and reaction to electronic banking products and services, and others on customer satisfaction concluded that the few e … Hypothesis 9 (H9): There is a negative relationship between customer complaints and customer loyalty on the use of online banking service offered by the commercial banks. High value-added content is essential. Only summary measures and conclusions from this survey will be reported. Taft, Jeanette (2007) pointed out … FREE 10+ Customer Satisfaction Surveys in PDF | MS Word In business, knowing your customers’ reviews about your products and services are always important. Design/Methodology/Approach: An exploratory survey with the help of a Likert based questionnaire was conducted to investigate the impact of Internet Banking service quality on customer satisfaction in New Delhi. were gathered through a questionnaire with 21 customers. services supplied by a company meet or surpass customer expectation. questionnaire and interview to get the specific data in the range of are, ... adopt and follow the internet banking service and decrease the cost and ... make a facility to foreign banks to investment inside the country and provide a developer service. The results also propose that demographic factors impact significantly internet banking behavior, specifically, occupation and age. customer loyalty on the use of online banking service offered by the commercial banks. The major instrument for the data collection was a questionnaire that was designed on a 5-point Likert scale to be able to collect good quantitative data. 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