Impact of Internet Banking on Customer Loyalty in Western Province of Sri Lanka

Abstract

With the advancement of information and communication technology, consumers are becoming more and more committed to banking online. Internet banking is a great help in saving costs and transmitting information smoothly. The purpose of this paper is to investigate it is the impact of internet banking on customer loyalty in western province. In order to get customer feedback, 400 questionnaires were distributed among western province customers via the internet, and 205 were returned (performing 51.25 chance of response rate). This is knowledge about mechanisms to create customer loyalty on the Internet banking. The collected data were analyzed with the aid of SPSS statistical software. The study that are used to develop the conceptual model to perform the research study. This research paper considered the five variables for impact on internet banking on customer loyalty these are E-Service Quality, corporate image, Trust, satisfaction and Privacy and Security also independent variable of Customer Loyalty study that are used to develop the conceptual model to perform the research study. Multiple regression analysis was performed to test hypotheses. Based on the findings, E-Service quality, corporate image, Satisfaction and Privacy &Security are found to have a significant influence on customer loyalty towards individual Internet banking. The results also indicated that Trust is not significantly related to customer loyalty. E-Service quality is found to be an important factor in influencing the adoption of the technology. The findings have provided an insight to the internet banking providers on the areas to be focused on in retaining their customers.