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Issue 5(1), October 2010 -- Paper Abstracts
Girard  (p. 9-22)
Cooper (p. 23-32)
Kunz-Osborne (p. 33-41)
Coulmas-Law (p.42-46)
Stasio (p. 47-56)
Albert-Valette-Florence (p.57-63)
Zhang-Rauch (p. 64-70)
Alam-Yasin (p. 71-78)
Mattare-Monahan-Shah (p. 79-94)
Nonis-Hudson-Hunt (p. 95-106) 



JOURNAL OF APPLIED BUSINESS AND ECONOMICS


Factors Influencing Overall Service Quality of Online Banking:
A Comparative Study of Indian Public and Private Sector Banks



Author(s): Viral Bhatt, Bhoomi Mehta

Citation: Viral Bhatt, Bhoomi Mehta, (2020) "Factors Influencing Overall Service Quality of Online Banking: A Comparative Study of Indian Public and Private Sector Banks," Journal of Applied Business and Economics, Vol. 22, Iss.4,  pp. 152-167

Article Type: Research paper

Publisher: North American Business Press

​Abstract:

Customer relationship and retention is the key to success for banks. One of the way to achieve it, is through improvement in overall service quality of online banking. This paper have identified factors influencing overall service quality of online banking by survey of 1014 online banking users and have proposed a model. Next, model was validated through a comparative study of public and private sector banks in India. Paper concludes that all independent factors of proposed model do influence overall service quality of online banking of both types of banks but the individual factor influence differently with different bank types.