The Effect of E-Service Quality on Customer Satisfaction and the Moderating Role of Gender: Banking Sector Trincomalee, Sri Lanka

Usage of Mobile banking services increases rapid as possible all over the world and also it intends to enhance the quality of banking transaction. But people around Sri Lanka still reluctant to use mobile banking services instead of traditional banking modes. This study attempts to investigate impact of E-service quality and interaction effect of gender on customer satisfaction from mobile banking services. Although there were lots of researches had been conducted related to the Moderating role of gender in the relationship between E-Service quality and customer satisfaction in foreign countries, the researches relating to Sri Lanka particularly to Trincomalee district are limited. So, it is needed to find out the moderating role of gender in the relationship of E-service quality and customer satisfaction in Trincomalee. Therefore, Convenient sampling and self-administered questionnaires were used to collect responses from one hundred eighty-nine sample from Trincomalee district, Sri Lanka were collected and