The introduction of information technology in financial sector has given banking services a new dimension in the 21st century. Though this study aimed at bank service delivery, however, the focus is on bank. Through internet banking, customers would enjoy sitting in the comfort of their homes and offices and with a pc log onto their banks’ servers and transact banking activities. In order to face this challenging task, many organizations have started to improve their service quality. Service quality is one of the serious components in any service sector because service quality helps to maintain competitive advantages in the market place. Therefore, service quality is the strategic tool to reinforce competitive advantages and increase profitability in business . So many service sectors are using this strategic component to attract and retain customers. Hence, service quality is determined through customer satisfaction and customer satisfaction is determined through customer loyalty. Similarly, in order to provide superior services to the clients, at first service providers must understand how clients perceived and evaluated their services. After that, service providers can assume that the clients are facilitated by various services provided by service sectors . Affinity between both service quality and customer satisfaction is highlighted in empirical research. Therefore, relationship between customer satisfaction and service quality is very critical in service sector like banking. In case of banking sector, clients are attracted by high quality services. Moreover, advancement in technology helps banking sector to upgrade their service quality (example: ATM, online banking, mobile banking and visa card). The point is that clients are loyal to those products which have a greater value as compared to those of competitors’.
Nishanthini et al. (Mon,) studied this question.