ASSESSING THE ELECTRONIC SERVICE QUALITY IN SELECTED DASHEN BANK BRANCHES

Abstract

Service quality is one of the most important driving factor for business sustainability and essential for corporate profitability and survival. This research paper was conducted to assesses the electronic service quality of Dashen bank. Examining the efficiency, fulfillment either or item availability, assessment of system availability and privacy issues related to electronic banking were addressed as objectives of the current study. For the purpose of the study, explanatory study was conducted based on the frame work from the literature in order to examine the electronic service quality of Dashen Bank. Quantitative methods were used to test the significance of the factors to the electronic service quality. Electronic Service Quality model was implemented and for data collection random sampling method was used for questionnaire distribution purpose among randomly selected branches according to sample size. The data was encoded to SPSS software package and results were interpreted using qualitative and quantitative method in line with the research objective and question to show and interpret the results. Inferential statistics was deployed to assess the relationship between the variables also correlation and multiple regression analysis were used. Findings from these study shows that Dashen bank’s electronic banking efficiency was found to be high with mean value of 3.85 followed by fulfillment factor on electronic service quality and system availability with mean value of 3.74 and 3.025 respectively. The overall level of privacy factor is the highest among all the factors in this study with a total mean range of 4.1. Even though the result showed high the researcher recommends the bank to maintain and held high the electronic service quality to keep and attract customers in the future because customers always need to be satisfied beyond their expectation.