A Study on Customer Evaluation of Online Banking Services by using the concept of Service Quality Dimension

A bank is a financial institution that's generates the credit by giving money to a borrower who is in need, the process of lending can be done either directly or indirectly through capital market. In the modern world we are all heard about e­ banking. E-banking is most popular in the current situation. Electronic banking is known as E-banking. It is known as virtual banking or online banking. Success of any Banks, today largely depends upon the services offered by them. The modern day customer expects service in multi dimensions. These expectations have to be fulfilled by providing the best quality of service. In order to evaluate whether the service provided by an organization is fulfilling the customers' expectations organizations nowadays make use the concept of service quality dimensions. The objective of this research was to know the influence offactors of Service quality Dimension in evaluating Online Banking Services, provided by various public and private sector banks in Chikkamagaluru. For this purpose Data collected from 400 respondents (Bank Account Holders) through questionnaire as research instrument, the data has been analyzed with the help of tabular statement and hypothesis test, at last it is concluded that the elements of service quality dimension have impact on customer evaluation. To conclude there is a positive impact of the elements of service quality dimension (Tangibility, Reliability, Responsiveness, Assurance and Empathy) on the customer satisfaction level with regards online banking services.