ACCESSING E-BANKING SERVICE QUALITY AND CUSTOMER SATISFACTION IN SIKKIM

Abstract

In recent years, E-banking has been properly developing only especially with the introduction of innovations such as UPI, AEPS etc. in India, which has further boosted the e-banking industry as a whole. The Digital payment stood at 2,071 cr which rose up to 18,737 cr at an CAGR of 44% which reflects high level of adoption of E banking services. This paper seeks to analyse the E- banking service quality and customer satisfaction in the state of Sikkim. The study is based on the Servqual model which has identified reliability, responsiveness, assurance, empathy and tangibility of E-banking services to be the core factors affecting service quality of E-banking services. Factor analysis was conducted to analyse customer satisfaction which has identified 4 core factors the effect customer satisfaction. Hypothesis testing has identified significant socio-economic variables which impacts each identified factors in the study.