Service Quality and Customer Satisfaction in Electronic Banking in the Gampaha District in Sri Lanka

Abstract

The present study aims to assess the degree of service quality and customer satisfaction in the electronic banking context in the Gampaha district. To achieve these objectives a questionnaire was developed with item measures that capture the service quality and customer satisfaction constructs. In a study of 212 respondents (52 percent of response rate), unidimensionality, reliability, and validity assessments were conducted to validate the key constructs, and one sample t-test was performed to test the hypotheses. The results indicated that service quality and customer satisfaction were to a high degree in electronic banking in the Gampaha district. The study's findings help practitioners, academics, and bank management create and implement customer satisfaction and service quality-related initiatives for electronic banking. Additionally, by thoroughly exploring the concepts of service quality and customer happiness in electronic banking, this study adds to the body of existing literature