Service Quality and its Effect on Customer Satisfaction in Digital Banking Services

Authors

  • Mahasweta Roy Dutta Icssr Post Doctoral Fellow Department of Commerce the University of Burdwan Burdwan
  • Arindam Das Associate Professor Department of Commerce the University of Burdwan Burdwan

DOI:

https://doi.org/10.33516/maj.v54i2.89-95p

Keywords:

No keywords

Abstract

The effects and shifting trends in availing Digital Banking Services (DBS) and change in perception on Banking Services of the customer, have been studied in this work. This is supported by a survey based on 1000 respondents. AmodifiedSERVQUAL model has been developed and the main attributes of service quality in which customers are more satisfied or dissatisfied in DBS have also been identified.

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Published

2019-02-01

How to Cite

Dutta, M. R., & Das, A. (2019). Service Quality and its Effect on Customer Satisfaction in Digital Banking Services. The Management Accountant Journal, 54(2), 89–95. https://doi.org/10.33516/maj.v54i2.89-95p

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