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Ph.D.
(Social Science & Humanities)
ROLE OF E-SERVICE QUALITY IN CUSTOMER SATISFACTION:
A STUDY OF BANKING SECTOR

Ph.D. Scholar : Krupaben Rajubhai Modi
Research Supervisor : Dr. Dharmendra Thaker

Regi. No.: 20276581001
Abstract :
Chapter 1: In this chapter, Researcher has described an Introduction to the banking and
its history of it, meaning of financial system and evolution and history of financial system,
Meaning of E- services, origin of banking world, origin of banking in India, growth and
development of Banking, Present Scenario of Banking in India, Technological
development in banking, meaning of e-banking, classification of e- banking, various
services under e-banking, and significance of e-banking.

Chapter 2: Researcher has study various literature related with E-banking adoption,
concept of service quality, E-banking Service Quality and customer satisfaction, E-
banking quality and customer satisfaction, Customer experience as a mediator, User-
friendliness as moderating variable to develop various research objectives, variables of
the study and research hypothesis. Researchers have also identified the research gap for
existing literature on e-service quality in Banking to identify the statistical tools and
models used in different studies for understanding e-service quality and other findings of
the previous studies.

Chapter 3: With the detailed study of literature review, this chapter presents- Research
objective, Conceptual framework, Research Hypothesis and Research methodology
including Data collection method, Research design, Sample size, Data analysis, Research
Instrument, Universe and sampling, sample size, Software used into existing research
study and significance and limitations of the study.
Chapter 4: The main objective of this chapter is to analyze the impact of e-banking
service quality (eBSQ) on customer satisfaction through user-friendliness with the raw
data and convert them into some useful information. The obtained data are classified,
tabulated, graphical presentation and the following analyses are made in fulfilling the
objectives of the study. Frequency distribution analysis is also termed as percentage
analysis is made for each question contained in the questionnaire. Diagrams and charts
are mainly used for clear understanding of the collected data in pictorial form. Pie- charts
are used for this purpose. The statistical analysis techniques like Reliability and validity
analysis, SEM (Structure Equation Modelling), Mediation and various analytical test like
Descriptive statistics (frequency, percentage), Reliability Statistics (Cronbach’s Alpha), Chi

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