Effects of E-Banking Service Quality on Customer Atonement in Pakistan’s Financial Sector

Abstract

The development in communication technology and information in South Asia over the past 2 decades is paving the way for how business is being done in this zone. The banking business is not immune to this remarkable transformation. Despite the increase in acceptance of e-banking and its significance towards client’s atonement in Pakistani banking business, very little pragmatic examination has been conducted in the past in understanding the aspects of service quality that lead to client atonement. This research paper thus aims to fill the void in literature by aiming on the impact of e-banking service quality on client atonement in the Pakistani banking sector. The theory of client atonement shows that more the level of high service offered higher will be the atonement level with services or products accessible. The measure of the services is usually located in SERVQUAL. A structured questionnaire was used for the collection of data and was spread in the sample through google forms link. The dissertation makes use of the Likert i scale with “1” indicating strongly agree and “5” for strongly disagree. The study used quantitative method with primary data. The study applied various analysis done through SPSS like spearman ranked correlation, Cronbach’s reliability analysis and the regression analysis was also done to estimate the hypothesized relations. The results depicted that all seven dimensions of service quality used in the model were positively associated and were significant at 0.01 level. Also, the regression i analysis i showed that apart from enjoyment, control and responsiveness all remaining variables (speed of delivery, reliability, efficiency and guarantee) were significant i at 0.05 level. Lastly, according to the findings of our study, it was advised that banks educate the banking population about e-banking and that banks commit time and effort to suit the demands of their consumers.