Determinants of Online Banking Service Quality in Madurai District: A Survey-based Approach

R Jeya

doi:10.34293/commerce.v12i3.7933

R Jeya Research Scholar, Department of Commerce, Mannar Thirumalai Naicker College, Madurai, Tamil Nadu, India https://orcid.org/0009-0005-6781-2307

DOI: https://doi.org/10.34293/commerce.v12i3.7933

Keywords: Online Banking, Service Quality, Security, Convenience, Customer Satisfaction, Madurai District, Factor Analysis, Mean Ranking

Abstract

This study explores the determinants of online banking service quality in Madurai district, focusing on Convenience, Accessibility, Usefulness, Trust, Information Quality, and Security. Using factor analysis and mean ranking, the research identifies Security as the most critical factor, followed by Convenience. These findings suggest that robust security measures and userfriendly services are essential for enhancing customer satisfaction in online banking.