"Customer Perception of Service Quality in Internet Banking: A Study of its Impact on Satisfaction and Loyalty"

Abstract

This paper explores the dimensions of Internet banking service quality and their impact on customer satisfaction, with a specific focus on Ayodhya’s Bank customers. Using a theoretical model, the study identifies five key dimensions of service quality—Responsiveness, Trust, Convenience, Website Efficiency, and Security—based on data from 250 Internet banking users. Data collection was conducted using convenience sampling, allowing insights into customer perceptions of service quality.The findings, based on factor analysis, indicate that "Trust" and "Website Efficiency" play the most significant roles in enhancing customer satisfaction. These results offer practical value for policymakers and bank officials in shaping and improving Internet banking strategies to foster better customer experiences, especially in the context of Ayodhya’s Bank.