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Relationship between Service Quality and Customer Satisfaction: A study of internet banking

机译：服务质量与客户满意度之间的关系：网上银行研究

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Objective of the research is how to manage the service quality in internet banking to improve the customer’s satisfaction and to examine the different dimensions of service quality to relate them with expectation of customers. A detailed literature review related to this study was also mentioned to develop a reference list of related authors. Methodology used for this research is to conduct a survey through structured questionnaire. A quantitative research is carried out by using a structured questionnaire to get a better understanding of this issue. Empirical data were collected through survey of the employees or professionals using internet banking services. Data presentation and analysis was done according to frame of reference and applied statistical tool SPSS. Descriptive Statistics, Correlation and Regression tools were used for analysis purpose. Results have shown that service quality dimensions used in the research are better representative of the customers’ satisfaction regarding internet usage. Keywords: E-banking, Service Quality, Efficiency, Reliability, Responsiveness and Privacy
机译：研究的目的是如何管理网上银行的服务质量，以提高客户的满意度，并研究服务质量的不同方面，以使其与客户的期望联系起来。还提到了与该研究相关的详细文献综述，以建立相关作者的参考列表。这项研究使用的方法是通过结构化问卷进行调查。通过使用结构化调查表进行定量研究，以更好地了解此问题。通过对使用互联网银行服务的员工或专业人员的调查收集了经验数据。根据参考框架和应用的统计工具SPSS进行数据表示和分析。描述性统计，相关和回归工具用于分析目的。结果表明，研究中使用的服务质量维度可以更好地代表客户对互联网使用的满意度。关键字：电子银行，服务质量，效率，可靠性，响应性和隐私

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