Generic Service Quality Dimensions In Technology Based Banking: Comparison between Private and Government Banks in India

Ganguli, Shirshendu (2016) Generic Service Quality Dimensions In Technology Based Banking: Comparison between Private and Government Banks in India. TAPMI, Manipal, Manipal.

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Abstract

Banking in India has evolved over the times to use lot of technology in service delivery e.g. ATMs, online banking, phone banking etc. There have been studies, which have looked at service quality dimensions in technology-based banking. But rarely the dimensions are identified from generic point of view. This study aims to identify the generic service quality dimensions in technology banking, in India – by looking at two different sets of banks viz. private and government banks. This is because the technology implementation levels are different at these two categories of banks and so the perceptions of customers about the service quality dimensions are likely to differ. To identify the dimensions and validate them, exploratory factor analysis (EFA) followed by confirmatory factor analysis (CFA) have been used. Four dimensions have been identified in both categories of banks. For the private banks, the service quality dimensions, which have been identified, are customer service, technology reliability, technology convenience and technology accessibility & information quality. While on the other hand for government banks, the service quality dimensions that have been identified are customer service, technology reliability, technology accessibility & information misuse and technology information quality & convenience. So there are some similar dimensions in both categories of banks while some dimensions are different. These dimensions of service quality should be looked as levers to improve perceived service quality in case of technology based banking in India, for the current customers of both the categories of banks.

Item Type:	TAPMI Working Papers
Subjects:	Marketing > Services
Divisions:	Marketing Management
Depositing User:	Ms. Vanitha K
Date Deposited:	29 Oct 2018 09:27
Last Modified:	29 Oct 2018 09:27
URI:	http://tapmi.informaticsglobal.com/id/eprint/221

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