A Comparative Analysis Of E-Banking Service Quality In Select Public And Private Sector Banks - The Case Of Kalaburagi City

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Spoorthi H, Dr Basavaraj C S

Abstract

Service quality, customer retention, satisfaction, loyalty and delight are currently the key concerns confronting the banking industry. In the banking industry, service quality is critical for the satisfaction of the customer. The present study makes a comparison of e-banking service quality between public and private sector banks. To carry out the study structured questionnaire was randomly distributed among respondents and the sample so chosen for the study is 628 respondents of Kalaburagi City. The statistical tools used for the study are the chi-square test, independent t-test and paired t-test.  The study concludes that though public sector banks are providing e-banking services few customers’ of public sector banks are using e-banking services so the public sector banks have to provide quality service by filling the service quality gap.

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