Impact of Service Quality on Customer Satisfaction in Online Banking

Abstract

The main aim of this paper is to find out the relationship between the customer satisfaction and service quality, how the customers are satisfied by the quality service provided by the providers, they should fill the gap between the expectation and perceptions of services regarding the online financial services. For this study convenient sampling is used, data was collected from 100 respondents whereas percentage method considered for this analysis. Finally, the results shows that the customers are highly satisfied with services of the online banking sector The allover satisfaction of the customers mainly are continues improvement for quality service, easy to access the website, more on saving time is high factor of satisfied, even though the services are very advanced but there is some dissatisfaction regarding security, and charges for using online services.