E- Logistics in Banking: Its Service Quality Jolt on Customer Contentment

Abstract

The impact of e-logistics creates the rapid development in every sector. Banking sector is developing with the e-logistics. E-logistics banking is the latest technology of banking sector. In the easy going world lot of customers utilized the E-logistics banking services for their financial transactions. E-logistics banking provides lot of services to the customers. They utilize these services. Lottery sampling method is used for selection of taluks in Salem district and Judgment sampling technique is used for collecting primary data. This study is conducted in the area of Salem district. The primary data was analysed with the various statistical tools like percentage, mean, standard deviation and variance. A structured likert scale based questionnaire was prepared with the help of literature and filled by e-logistics banking users of Indore district of Salem through survey method. Using factor analysis five dimensions for e-logistics service quality were extracted and to analyze its impact on customer contentment regression method was used by the researcher. Researcher found that there is a positive impact of service quality dimensions on customer contentment. Regression measures have indicated that website ease of use, comfort, accessibility, are influential factors, whereas, confidence and responsiveness also have significant impact on contentment of the online customer.