Impact of Service Quality on Internet Banking Customer Satisfaction: A Review of Literature

In the last few years we have witnessed a substantial growth of internet-based services, both from pure Internet businesses and from traditional companies that are developing online services. One of the key challenges of the Internet as a service delivery channel is how they manage service quality, which holds a significant influence on customer satisfaction. In addition e-service quality is an essential strategy to gain success, according to the results of previous literature, probably more important than a low price for online companies. The purpose of this research is to gain a better understanding of the impact of online quality factors on customer satisfaction. This paper presents a review of literature related to effect of service quality on customer satisfaction published in academic journals between 1979 and 2011. Also, a classification service quality dimensions and customer satisfaction presented.