Internet Banking Service Quality and Its Impact Upon Customer Satisfaction in Pakistan
Authors
SAJJAD ABBAS
Abstract
This study aims to assess internet banking performance by developing a scale and then evaluate it impact on user satisfaction. E-banking provides efficient and fast services to clients and it also provide effective tool for competitive advantage over other financial intermediaries. Due to customer intensive demand of internet banking, banks are paying attention towards service quality of internet banking. This research has used deductive approach and quantitative in nature, survey strategy is used to collect data from sample using close ended questionnaire. It revealed that positive and significant relation between internet banking service quality and user satisfaction. This research uses the knowledge of the service quality aspects and the satisfaction of users which create client loyalty and trust towards institute. Key Words: Internet Banking, Customer Satisfaction, Service Quality.