Title: Comparing service quality of internet banking services in rural and urban areas of Punjab

Authors: Amandeep Singh; Jyotsna Sharma

Addresses: Chitkara Business School, Chitkara University, Punjab, India ' School of Management and Commerce, RIMT University, Mandigobindgarh, India

Abstract: This research tries to study the service quality of the internet banking service across different regions of Punjab State. Banks and online service providers are investing a lot of money to outshine in the field of the service industry. So, it becomes important to study the potency and quality of internet banking services being offered to internet service customers. The objective of the present research is to compare the service quality of internet banking services in rural and urban areas of Punjab. The random sampling is used to select the sample units from different cities of Punjab. Descriptive statistics and t-test are employed in the study. As a result, it has been found that there exists a significant difference between rural and urban areas customers for different types of transactions through internet banking.

Keywords: internet; service quality; internet banking services; rural and urban Punjab banking.

DOI: 10.1504/IJBG.2023.134393

International Journal of Business and Globalisation, 2023 Vol.35 No.1/2, pp.203 - 218

Received: 04 Jul 2019
Accepted: 10 Mar 2020
Published online: 20 Oct 2023 *

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