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Original Article | Volume 2 Issue 4 (ACR, 2025) | Pages 695 - 711
The Impact of Service Quality on Customer Satisfaction In Online Banking
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1
Professor, Prestige Institute of Management & Research, Gwalior (M.P.)- Pincode:474020
2
Assistant Professor, Prestige Institute of Management & Research, Gwalior (M.P.)-Pincode:474020
3
Assistant Professor, Prestige Institute of Management & Research, Gwalior (M.P.)-Pincode:474009
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Abstract

The technological advancement in banking industry has transformed industry with a major shift towards online banking services. With changing customer preferences, a must focus of online banking services is to provide superior service quality for enhancement of customer satisfaction and maintaining a competitive edge. The study investigates the online banking part of in-service quality in the association between customer satisfactions. The study is undertaken to analyze how service quality affects customer satisfaction in online banking. The study uses daily data to investigate the impact on customer satisfaction in online banking. It is believed that the Discussion of this study would extend the existing literature by providing some meaningful insight into the banking and understanding of e-banking service quality.

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