Abstract:
Purpose: The primary purpose ofthis paper is to examine the internet banking service quality
and its implication on e-customer satisfaction and e-customer loyalty.
Methodology & Design: This research is explanatory in nature and through quantitative
research design; data was analyzed to find the cause and affect analysis between dependent
variable (customer satisfaction, customer loyalty) and independent variables (personal need,
site organization, user-friendliness, and efficiency of website)
Findings: The results confirmed that the all four dimensions of internet service quality
(personal need, site organization, user-friendliness, and efficiency of website) are distinct
constructs. The results also indicated that internet banking service quality consisting of four
dimensions has appropriate reliability and each dimension has a positive significant
relationship with internet banking service quality. The efficiency of banking website is the
important aspect of internet banking service quality. The finding found that the relationship
between internet banking service quality, e-customer satisfaction and e-customer loyalty are
significant.
Practical implications: The results show that the higher level of internet banking service
quality significantly impacts to e-customer satisfaction and consequently leads to e-customer
loyalty and a lower intention to leave the relationship with bank.
