NET (e) BANKING SERVICE QUALITY ON CUSTOMER LOYALTY IN NATIONALISED BANKS

Abstract

Today's world, the internet is the powerful medium for electronic banking. E- banking, also known as internet banking, enables customers to access all banking services from any computer with internet access. The customer can execute financial transactions on the bank's secure site. Online banking features involve bank statements, loan applications, funds transfer, e-bill payments, and account aggregation, which allows customers to monitor all of their accounts in one place. This paper investigated the impact of net banking service quality on customer brand loyalty with reference to nationalized banks in Kanchipuram District, Tamilnadu, India. The data for this study was investigated using 243 samples. Descriptive, multiple regression, and correlation research instruments were used to determine the most predictive variables and the relationships between variables in service quality determinants. It has been observed that responsiveness and reliability are the most predictable variables on customer brand loyalty, and that tangibility and assurance, among other service quality variables, get a strong influence on customer loyalty.