The Impact of Service Quality on Customer Satisfaction in Internet Banking

Abstract

Internet banking is inevitable for the success of any modern banking institution in contemporary times. Because it plays a critical role in the current banking system and provides customers convenient, inexpensive access to their bank accounts to manage their transactions 24 hours a day and seven days a week. For these reasons, banks must strive harder to increase customer satisfaction and internet banking usage of their clients. Therefore, this study aims to identify the impact of internet banking service quality dimensions on customer satisfaction. For that, the researcher has developed a conceptual framework based on several previous studies. This study has followed the quantitative research approach and is inspired by the positivism research philosophy. According to the statistical and earlier research findings, the researcher was able to conclude that, Website design, Security and privacy, Ease of use, and Speed of transactions have a positive significant impact and Ease of use has the highest impact on customer satisfaction. The findings of this study will be a useful guide for the management when formulating strategies in order to attract and retain more customers and obtain competitive advantages over their rivals.