ABSTRACT:
The 21st century is technological era, everything is moving towards the technological platform. Banking sector is one of the most influenced sectors on account of technological advances. So it becomes very crucial to study this sector on this related aspect. Digital banking is outcome of this technological advances and banking being service sector the service quality concept is very important. So it becomes very important to study this service quality aspect in digital banking platform. Thus the purpose of this paper is toexplore the relation and influence of determined variables with regard to service quality of digital banking. For this empirical study, data was collected through structure questionnaire over 1200 customers of banks and total 1029 usable responses were considered for the study. Data analysis was conducted through SPSS 21.0 version and correlation has been applied to test the hypothesis and draw the conclusions. Based on the analysis it was found out that all the seven aspects of service quality of digital banking, impact of materiality, competence, assistance, accessibility, complexity, connectivity and security factors on service quality of digital banking is positive and has strong influence over the satisfaction of customer with regard to service quality of digital banking. This will help in understanding the impact of determined seven factors on the service quality of digital banking and their influence towards the overall usage and satisfaction of digital banking.