Open AccessAnalysis of Mediating Effect of Customer Perception in Relation to Service Quality and Customer’s Satisfaction in Online Banking Services
Author(s) -
Rohit Mahajan
Publication year - 2021
Publication title -
türk bilgisayar ve matematik eğitimi dergisi
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.218
H-Index - 3
ISSN - 1309-4653
DOI - 10.17762/turcomat.v12i2.2055
Subject(s) - service quality , servqual , cronbach's alpha , customer satisfaction , reliability (semiconductor) , structural equation modeling , service (business) , perception , business , quality (philosophy) , competition (biology) , marketing , relation (database) , psychology , computer science , data mining , ecology , power (physics) , philosophy , physics , epistemology , quantum mechanics , machine learning , neuroscience , biology
Qualities of service act as significant in the competition, putting effect upon customer’s satisfaction. This research aims for assessing how service quality puts impact customers’ satisfaction in the online banking service. E-SERVQUAL with dimensions: efficiency, fulfillment, security, quick responses and easiness to use has been utilized to assess services’ qualities of service rendered by bank over internet. The pilot’s study was done with 33 responses and cronbach’s alpha was 0.882, which shows that the collected data is valid. A questionnaire comprising of 23 statements was made and 262 responses were analyzed by doing EFA through SPSSv21 and CFA & Structural Equation Modeling using SPPS AMOS 21.