Navigating Digital Banking: Assessing The E-Service Quality On E-Customer Satisfaction In Kerala Based Private Sector Bank
Keywords:
Digital banking, Dhanlaxmi bank, E-customer satisfaction, E-service quality, SecurityAbstract
The advancement of digital technologies has reshaped the world-wide banking sector, pushing conventional banking practices toward digital channels. In India’s evolving financial environment, private sector banks are increasingly leveraging digital banking to boost customer interaction, streamline operations, and strengthen their market position. In this changing landscape, the quality of electronic services, or e-service quality, plays a vital role in influencing customer satisfaction and fostering long-term loyalty. This paper explores the influence of e-service quality on e-customer satisfaction of Dhanlaxmi digital banking customers in Kerala. The researcher used convenience sampling technique and responses were gathered from 504 digital banking customers of Dhanlaxmi banks operating in three districts of Kerala. The study applied percentage analysis, regression, ANOVA and Independent Sample t-test to examine the link between e-service quality and customer satisfaction. The study identified the determinants such as security, responsiveness, reliability, efficiency, and convenience affecting customer satisfaction in digital banking environment particularly in Dhanlaxmi digital banking customers
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