E-BANKING SERVICE QUALITY IN UAE: CUSTOMER PERSPECTIVE

The development of technology has provided marvelous benefits for many industries, including the banking business. The adoption of internet by the industries has slewed the constraint of time, distance and communication making the world as small village. The diffusion of electronic banking has been witnessed in many countries worldwide. The Banking sector is of no exception, there are many factors like competitive interest rates, service to the customer, education, literacy level and income level of customers that shape the banks to appraise their technology and measure their electronic commerce and plan their electronic banking strategies. Electronic banking provides speedier, faster and reliable services to the customers. The United Arab Emirates (UAE) is one of the most developed economies in its region and in the world. Electronic banking has been utilized for many years in UAE and there are number of electronic banking adopters in UAE have increased. The study aims to evaluate the service quality of Electronic banking from customers’ perspective. In this paper the customer’s satisfaction is evaluated with that of service quality dimensions. A structured questionnaire is dispensed to various target customer groups. The collected data were analyzed with statistical tools like chi square, Garrett ranking and factor analysis, etc., to fulfill with the objectives and also to draw conclusions. From the study it is revealed that a customer focuses on the quality of services provided by the banks. The study concludes that these factors are the core service quality dimensions for customers’ satisfaction in Electronic banking.