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Asian Journal of Management
Year : 2015, Volume : 6, Issue : 3
First page : ( 235) Last page : ( 240)
Print ISSN : 0976-495X. Online ISSN : 2321-5763.
Article DOI : 10.5958/2321-5763.2015.00034.7

Service Quality Dimensions of E-banking: An Empirical Analysis in India


Research Scholar, Faculty of Commerce, Aligarh Muslim University, Aligarh, India

*Corresponding Author E-mail: foziarazzaq74@gmail.com

Online published on 29 October, 2015.


The purpose of this paper is to determine the differences in customers’ perception towards service quality dimensions of E-banking in public and private banks. A convenience sampling technique was used to recruit 320 customers through a well designed questionnaire from Public and Private Banks of NCR, India. Data has been analysed by Reliability test, Factor analysis, Descriptive analysis and Independent sample t-test. Results of t-test indicate that perception of the customers on all service quality dimensions of E-banking between the public and private banks is significant.



Customers’ Perception, Service Quality, E-banking, Public and Private Banks, T-test.


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