Impact Of E-Banking Service Quality On Customer Satisfaction: A Case Study Of ICICI Bank, Visakhapatnam

Abstract

Purpose - This paper aims to know the perceptions of the respondents on service qualities like
Reliability, Efficiency, Accuracy, security, and Easy & convenient of E-Banking which influence the
satisfaction of the customer in ICICI bank, Visakhapatnam.
Methodology - The study is based on both primary and secondary data collected from the customers
of various branches of ICICI bank in Visakhapatnam. In the case of primary data, a total of 384
questionnaires are administered among E-Banking customers of ICICI, Visakhapatnam. ANOVA, the
t-test, Factor analysis and multiple regressions are used to analyze the data.
Findings – The reliability on various aspects of E-banking services like information, and content of
the website and transaction processes are very reliable. Around 70 percent of ICICI customers are
either extremely satisfied or satisfied. The satisfaction of customers of ICICI on the efficiency is
around 50 percent. Surprisingly 20 percent of the respondents are neutral about efficiency of Ebanking services. Internet banking application security features about online banking are perceived
as less acceptable by the respondents of ICICI. I.T assistance regarding online banking of ICICI is
perceived as trustable, no need to worry with respect to automatic timeout feature, unregistered third
party, logging information, and alert, password policy management, session management etc given
by ICICI. And the majority of the respondents felt that the ICICI bank making the banking operations
as easy & convenient to their customers.
Originality/value – This study examines the perceptions of the respondents on various service
qualities of E-Banking operations of ICICI bank ltd, Visakhapatnam.