A study on determinants for measuring the impact of service quality parameters of e-banking

Abstract

The purpose of this paper is to study and identify the determinants for measuring service quality parameters of E-banking. For this empirical study, data was collected through structured questionnaire, over 400 customers of banks were considered for the study. Data analysis was conducted through SPSS 26 version and Excel, the model developed is worthy and acceptable.  The analysis shows there exists positive correlation amongst all the variables like perceived ease of use, tangibility, accessibility, competence, assistance, security and connectivity. This particular study has its relevance as India is digitally progressing in service sector, especially the banking industry. The research shows impact of all variables separately as well as combine effect of all. It will help policy makers of banking industry to take various decisions.