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| Received
10-Sep-2012 |
Accepted
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Published
10-Sep-2012 |
Abstract
A considerable growth of internet based services hase been observed in the last few years. Managing service quality while using
internet as a distribution channel, is the challenge for the service provider. This study aims at evaluating service quality of internet
banking services in Anand city from customer’s perspective. A structured questionnaire containing 21 quality items is administered
to various target groups. In this study, 5 quality dimensions i.e. Responsiveness, Reliability, Efficiency, Privacy of information and
Easiness to use are considered. Customers from two leading Banks, one from Public sector (State Bank of India) and one from
Private sector (ICICI Bank) were considered for the purpose of study. Data was statistically analyzed to assess overall service
quality of Internet Banking.
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