E-Service Quality and Customer Satisfaction: With Reference to Atm Services of State Banks in Sri Lanka

M. S. Ishar Ali; J. Resi Tony; V. Anputhasan

M. S. Ishar Ali Department of Business and Management Studies, Trincomalee Campus, Eastern University, Sri Lanka
J. Resi Tony Department of Business and Management Studies, Trincomalee Campus, Eastern University, Sri Lanka
V. Anputhasan Department of Business and Management Studies, Trincomalee Campus, Eastern University, Sri Lanka

Keywords: E-service, quality, banking, qualitycustomer, satisfaction

Abstract

The purpose of this article is to investigate the quality of e-services and customer satisfaction in relation to ATM banking services, using theoretical foundations as a basis for investigation. The relationship between e-service quality and customer perception has received less attention from researchers, despite the fact that researchers have become increasingly interested in e-services' quality dimensions. There is a clear need for research into both the quality dimensions of e-services and the customer satisfaction dimensions that are relevant in the service context. In this article, quantitative analysis and data from respondents were used in conjunction with a convenient sampling technique. The study discovered that reliability, responsiveness, efficiency, privacy, empathy, and efficiency are all significant factors influencing customer satisfaction when using ATM banking services. As a result, the study concluded that reliability, responsiveness, efficiency, privacy, empathy, and efficiency are all significant factors influencing customer satisfaction when using ATM banking services.

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