A Study of the Service Quality Issues of Internet Banking in Non-Metro Cities of India

Banking is a demand-driven industry and for efficient banking services; information technology and the internet become more and more important. The service quality is an important tool for banks to compete. Therefore, it is important to utilize good service quality in order to differentiate itself from other service providers. This study aims to explore the underlying dimensions of internet banking service quality and develop a multiple item scale for measuring internet banking service quality; and finds relevance as no specific studies have been conducted on non- metro cities which are the emerging business hubs. Index Terms—e-services, service quality, internet/electronic banking, non-metro tier-2 cities.