|
INTERNATIONAL JOURNAL OF SCIENTIFIC DEVELOPMENT AND RESEARCH International Peer Reviewed & Refereed Journals, Open Access Journal ISSN Approved Journal No: 2455-2631 | Impact factor: 8.15 | ESTD Year: 2016 open access , Peer-reviewed, and Refereed Journals, Impact factor 8.15 |
Imp Links for Author
Imp Links for Reviewer
Research Area
Subscribe IJSDR
Visitor Counter
Copyright Infringement Claims
Indexing Partner
|
Published Paper Details
|
|
| Paper Title: | THE IMPACT OF ELECTRONIC BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION IN SRI LANKA: A CASE STUDY OF HATTON NATIONAL BANK PLC IN KURUNEGALA CITY |
| Authors Name: | J.M. Erandathi Chathurika Jayasekara , M. Chethana Nadeeshani Francis |
| Unique Id: | IJSDR2308158 |
| Published In: | Volume 8 Issue 8, August-2023 |
| Abstract: | In recent past e-banking in Sri Lanka has been acquired an incremental growth. In addition, impotency of customer satisfaction of e-banking service quality has been very important. Investigating how quality of e-banking service impacts customer satisfaction, measure level of customer satisfaction and identify most influential e-banking service quality dimension to satisfy customers of Hatton National Bank in Kurunegala City, Sri Lanka are the objectives of this study. The SERVQUAL model is used as the dimensions of e-banking service quality. Primary data is collected through a structured questionnaire distributed to 75 respondents. Responses of survey were statistically analyzed with frequency analysis, correlation analysis and regression analysis by using SPSS software. Findings show that service quality dimensions (i.e., Reliability, Responsiveness, Assurance, Tangibility and Empathy) have positive and significant impact on customer satisfaction in Hatton National Bank, Sri Lanka. |
| Keywords: | Assurance, Empathy, Reliability, Responsiveness, Tangibility |
| Cite Article: | "THE IMPACT OF ELECTRONIC BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION IN SRI LANKA: A CASE STUDY OF HATTON NATIONAL BANK PLC IN KURUNEGALA CITY", International Journal of Science & Engineering Development Research (www.ijsdr.org), ISSN:2455-2631, Vol.8, Issue 8, page no.1063 - 1092, August-2023, Available :http://www.ijsdr.org/papers/IJSDR2308158.pdf |
| Downloads: | 000338721 |
| Publication Details: | Published Paper ID: IJSDR2308158 Registration ID:208247 Published In: Volume 8 Issue 8, August-2023 DOI (Digital Object Identifier): Page No: 1063 - 1092 Publisher: IJSDR | www.ijsdr.org ISSN Number: 2455-2631 |
|
Click Here to Download This Article |
|
| Article Preview | |
|
|
|
Major Indexing from www.ijsdr.org
| Google Scholar | ResearcherID Thomson Reuters | Mendeley : reference manager | Academia.edu |
| arXiv.org : cornell university library | Research Gate | CiteSeerX | DOAJ : Directory of Open Access Journals |
| DRJI | Index Copernicus International | Scribd | DocStoc |
Track Paper
Important Links
Conference Proposal
ISSN
 |
 |
DOI (A digital object identifier)
  Providing A digital object identifier by DOI How to GET DOI and Hard Copy Related |
Open Access License Policy
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
|
 |
 |
 |
Social Media
Indexing Partner |
|||
| Copyright © 2024 - All Rights Reserved - IJSDR | |||
Facebook Twitter Instagram LinkedIn