E-SATISFACTION AND E-LOYALTY IN USING E-BANKING SERVICES BY CUSTOMERS- AN EMPIRICAL ANALYSIS

Authors

  • Dr. Pulidindi Venugopal, Dr. S. Anjani Devi, S. Aswini Priya

Abstract

The basic purpose of this research is to examine how dimensions of e-service quality such as service quality, information quality, and system quality affects the E-satisfaction and E-loyalty of HDFC bank customers in Vellore district. Additionally, the mediating role of E-satisfaction on three dimensions of e-service quality and E-loyalty is also examined. The instrument was administered to E-banking customers of HDFC bank in Vellore district. The outcome of this study revealed that E-satisfaction and E-loyalty in using online banking services is influenced by service and system quality but the information produced in the website about e-banking services negatively drives the E-satisfaction and E-loyalty of customers. The customers with greater level of E-satisfaction are more loyal in using E-banking services. When the indirect variable E-satisfaction is concerned, the relationship between service quality, system quality and E-loyalty is dependent on E-satisfaction and no mediation effect was found between information quality and E-loyalty. Irrespective of generalization of results to other cities and other contexts can give banking personnel a more clear understanding of e-service quality dimensions practised in other banks.

Published

2020-12-01

Issue

Section

Articles