IJFANS International Journal of Food and Nutritional Sciences

ISSN PRINT 2319 1775 Online 2320-7876

Impact of Electronic SERVQUAL on Customer Satisfaction in E-Banking Customers during the Covid-19 Pandemic: A mediated-moderated role of Intention and Attitude

Main Article Content

Ahanthem Malemnganbi Chanu, Dr. A. Rajmani Singh

Abstract

The banking sector holds a major role in the overall development of a country. The operation of the banking system has been moving towards a new dimension, proving it a boon for the banking sector. E-banking is a blessing in disguise for banking customers during the Covid-19 pandemic. The present study will assess the impact of electronic service quality on Customer Satisfaction in banking services during the pandemic. The proposed model for the study is developed based on Hayes's Conceptual Framework. The study uses a Cross-sectional design employing Deductive research and a well-structured standardised questionnaire. In the Convenience sampling method, 156 completed questionnaires were collected from the banking customers. A SERVQUAL model factors along with, Attitude and Intention were tested with reliability and validity; Factor Analysis and Regression were used to test the hypotheses. The results show that service quality dimensions like Convenience, Product and Services and Trust significantly impact customer behavior. Attitude and Intention are found to moderate the relationship between SERVQUAL and customer satisfaction. The study concludes that the undertaken study will significantly assist the banking service provider in understanding customer satisfaction and behavior with their services during the sensitive period of Covid-19.

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