Impact of Internet Service Quality (IS-QUAL) on Client Satisfaction: Case from Indian Banking Services

Impact of Internet Service Quality (IS-QUAL) on Client Satisfaction: Case from Indian Banking Services

Nilanjan Ray (Netaji Mahavidyalaya, India)
DOI: 10.4018/978-1-5225-0143-5.ch022
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Abstract

The present study empirically observes the impact of internet banking service quality dimensions on Client Satisfaction (CS). This study explores the potential dimensions of Internet Service Quality (IS-QUAL) dimensions and examines its impact on client satisfaction and client behavioral intentions in the banking context in India. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and simple regression analysis. The findings revealed impact of IS-QUAL dimensions are namely Trustworthiness, Awareness, Accessibility, Rigidity, Navigation, Communication and Web Customization/Personalization on client satisfaction.
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Research Objectives

This study can be ascertained by the following Research objectives:

  • 1.

    To discuss the impact of internet service quality dimensions on client satisfaction.

  • 2.

    To analyze ISQUAL dimensions on client satisfaction.

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Research Methodology

Data for the study undertaken has been collected from the primary source, which is again collected through pre-structured questionnaire. The questionnaires include information on their name, sex, age, country and occupation. Based on the objectives, 20 questions were set up and to make the analysis more transparent the sample size was restricted to 120 respondents. This study is representative in nature so far as the banks are concerned and focuses on client satisfaction of internet banking services and not on a particular bank’s internet banking services.

Data Collection and Analysis

Primary data were collected using a predetermined personally administered questionnaire. The questionnaire was designed to capture sample characteristics and the objectives. It has a mix of quantitative and qualitative feedbacks. For the quantitative feedbacks, a five point Likert scale from 1 to 5 was used, where 1 was for the lowest satisfaction level and 5 was for the highest satisfaction level. Collected data has been analyzed by SPSS 21 using simple regression to identify the impact of internet banking service quality on client satisfaction.

Key Terms in this Chapter

ISQUAL Dimensions: ISQUAL is Internet Service Quality Dimensions are Trustworthiness, Awareness, Accessibility, Rigidity, Navigation, Communication and Web Customization/Personalization.

Internet Banking: Internet Banking is an automated payment system that enables customers of a financial institution to conduct financial transactions on a website operated by the institution, such as a retail bank, virtual bank, credit union or building society.

Client Satisfaction: It is a measure of how products and services supplied by a company meet or surpass customer expectation.

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