THE IMPACT OF ELECTRONIC BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION IN SRI LANKA: A CASE STUDY OF HATTON NATIONAL BANK PLC IN KURUNEGALA CITY

J.M. Erandathi Chathurika Jayasekara , M. Chethana Nadeeshani Francis

Assurance, Empathy, Reliability, Responsiveness, Tangibility

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.

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"THE IMPACT OF ELECTRONIC BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION IN SRI LANKA: A CASE STUDY OF HATTON NATIONAL BANK PLC IN KURUNEGALA CITY", IJSDR - International Journal of Scientific Development and Research (www.IJSDR.org), ISSN:2455-2631, Vol.8, Issue 8, page no.1063 - 1092, August-2023, Available :https://ijsdr.org/papers/IJSDR2308158.pdf

Volume 8 Issue 8, August-2023

Pages : 1063 - 1092

Paper Reg. ID: IJSDR_208247

Published Paper Id: IJSDR2308158

Downloads: 000347418

Research Area: Management

Country: Maharagama, Colombo, Sri Lanka

Published Paper PDF: https://ijsdr.org/papers/IJSDR2308158

Published Paper URL: https://ijsdr.org/viewpaperforall?paper=IJSDR2308158

ISSN: 2455-2631 | IMPACT FACTOR: 9.15 Calculated By Google Scholar | ESTD YEAR: 2016

An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 9.15 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator

Publisher: IJSDR(IJ Publication) Janvi Wave

This work is licensed under a Creative Commons Attribution 4.0 International License and The Open Definition