Role of Trust and Service Quality in E-Banking

Abstract

Online banking or e-banking refers to doing banking by using technologies like Internet for checking account balances, transferring money from one account to another or paying bills of different utilities by sitting anywhere through just a click. It enables access to banking transactions more conveniently and economically and is available 24×7. After the availability of Internet, e-banking services are now conducted through a secure website operated by local banks and include online enquiry, e-payments, e-transfer etc. Thus, the objective of this paper is to measure the role of trust and service quality in generating customer satisfaction. The data for the study were collected from 144 bank managers of both public and private sector banks operating in Jammu city and has been analyzed by factor analysis and regression analysis. The findings of the study revealed that majority of the bank managers are happy with their banks for providing such innovative services to their customers which reduces their work load and provide better opportunities to their clients for managing financial transactions.

Keywords: Online Banking, Service Quality, Trust and Customer Satisfaction

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