E-Banking Service Quality Assessment in Public and Private Sectors Banks in Kalaburagi City

Abstract

With the advancing technology, e-banking has proved as one of the important factors in the growth of the economy. Service quality is an important aspect in providing the best value to the e-banking customer. Therefore,measuring service quality and finding out the gap between the expected e-banking service and the perceived e-banking service of the customer has become an important aspect in today’s scenario. So that, the organisation can identify the quality gap and try to bridge the gap. In this paper, the SERVQUAL model has been used for measuring the service quality of the select public and private sector banks in KalaburagiCity. The study of the service quality gap helps in improving the quality of banking services in KalaburagiCity.