sajm






Tech Impact: Maximizing Perceived Quality and Usage of E-banking Services

Supreet Sandhu* and Sangeeta Arora**

DOI: https://doi.org/10.62206/sajm.31.2.2024.130-146

PUBLISHED :30 AUG 2024

Abstract

Service quality is not only a customer requirement but also a pivotal aspect of marketing strategies, making it essential for both customers and businesses. This paper examines how bank customers in emerging economies perceive the impact of technology on banking services quality and the probable association between quality evaluations and their usage of e-banking services. Primary data were collected from 400 bank customers in India through survey method. Six Service quality factors were identified, which were further validated through confirmatory factor analysis. Results reveal that the relative impact of service attributes on usage is greater than channel attributes. The understanding and insight of the relative effects of these factors are crucial for practitioners/bank managers to get desired results with regard to high usage with limited resources at their disposal for promoting technology-based services.

Key Words

E-banking, e-banking services usage, Logistic regression, Quality, Services

Author Biography

Supreet Sandhu
Assistant Professor, University Business School, Guru Nanak Dev University, Amritsar, Punjab, India. E-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Sangeeta Arora
Professor, University School of Financial studies, Guru Nanak Dev University, Amritsar, Punjab. India. E-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

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