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Asian Journal of Management
Year : 2020, Volume : 11, Issue : 3
First page : ( 259) Last page : ( 265)
Print ISSN : 0976-495X. Online ISSN : 2321-5763.
Article DOI : 10.5958/2321-5763.2020.00040.2

A Study of customer satisfaction on E–banking service quality in public and private sector banks with respect to gender and age

Singh Manpreet*, Neha**

GNA Business School, GNA University, Phagwara-144401, Dist - Kapurthala, (PB), India

*Corresponding Author E-mail: iammanpreet@rediffmail.com


Online published on 10 August, 2020.


As the aspirations of the banking customers have increased in India, E-Banking service quality is most significant for banks for ensuring overall customer satisfaction. This research paper aims to focuses on what customer think about the services of Public and Private sector banks. In this study, the primary data was collected from 236 respondents through a structured questionnaire. The main objective of this paper is to study the significant impact of Gender and Age on customer satisfaction towards E-Banking service quality. The scope of study has been kept limited to customers who belong to Jalandhar City. The primary data was collected for the purpose of study of customer satisfaction towards E-Banking service quality in Public and Private Sector Banks. For this study, descriptive statistics is used and Independent t-test is applied through SPSS. This study proves that on the 5% level of significance, the null hypothesis is accepted. There is no significant impact of Age, Gender and choice of public and private sector bank on the factors ease of use, conservation of time, convenience, security, accuracy, reliability, responsiveness, online request handling, frequent updations and overall efficiency.



Banking, E-banking, Customer satisfaction, service quality, dimensions of service quality.


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