SERVICE QUALITY AND ITS DIMENSIONS OF DIGITAL BANKING: A QUANTITATIVE STUDY

The study analysed the relationship between Service Quality and its dimensions of Digital Banking and Payment Applications in India. This paper was based on primary data, collected from digital banking users through online questionnaires, in Tamil Nadu and Karnataka. Statistical tools, like Descriptive statistics, t - test, ANOVA, Pearson Correlation and Multiple Regression were used to compare the effects of various demographic factors on Service Quality and to find the relationship between Service Quality Dimensions. The demographic factors did not have any significant effect on Service Quality. Private Sector Bank Users rated more Service Quality than Public Sector Bank Users. Security, Responsiveness and Technical Reliability explained more variability in Service Quality than other dimensions. Security was the most significant predictor of Service Quality, followed by Responsiveness and Technical Reliability.