Management

Service quality has been reported as having apparent relationship to costs, profitability, customer satisfaction, customer retention, behavioural intention and positive word-of-mouth. Quality is the most important purchase decision factor influencing the customer’s buying decisions. With the emergence of technology bank has started facing more difficulty in order to remain unique. With increased use of internet users, Internet Banking Services is another common service offered by every bank. Brick and Mortar Banks are replaced with online internet banking. Thus, it has become necessary to understand who use internet banking and for what purpose. Using non-probability convenience sampling a survey of 200 internet users of Ahmedabad was carried out using a structured questionnaire on Service Quality and consumer behavior. Analysis was carried out using factor analysis, Regression and Charts. This paper is intent to measure how service quality influences the internet users of the banks