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Service Quality in Public Sector Internet Banking Services in Erode City
Probing the quality of service sector has gained momentum and in particular the banking sector is the main focus of attention for its quality of e-services. This study is based on E-SERVQUAL scale based on gap model proposed by Parasuraman, Zeithaml and Arvind Malhotra. A sample size of 200 was taken using convenience sampling method covering five public sector banks in Erode city. The study reveals that the internet banking services lag behind the customers' anticipation. This is confirmed by the negative gap registered in case of all the parameters of evaluation of e-service quality, which affirms the findings of the earlier researchers. Therefore, narrowing down this gap is the need of the hour to elevate the internet banking services offered by the select banks yielding a buoyant e-banking segment.
Keywords
: E-SERVQUAL, Expectations, Internet Banking, Perception.
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