An Empirical Study on Service Quality Perceptions of Online Trading Investors

M. Selvarani*, S. Suganya**
* Senior Lecturer, Department of Management Studies, Kalasalingam University, Krishnan Koil.
** Lecturer, Department of Management Studies, Kalasalingam University, Krishnan Koil.
Periodicity:March - May'2010
DOI : https://doi.org/10.26634/jmgt.4.4.1159

Abstract

On line services offer customers a splendid display of benefit such as enhanced control, ease of use and reduction transaction charges. 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 service. One of the key challenges of the internet as a service delivery channel is how they manage service quality, which holds a significant importance to customer satisfaction. the purpose of the research was to gain a better understanding of the service quality dimension that affect customer satisfaction in internet banking sector from a consumer perspective,  five service  quality dimension were selected to be tested in internet trading sector in order to explore the relationship between service quality and customer satisfaction.  The key to successful trading in the equity markets are not only attainable, they can also be learnt and taught. The successful investor exudes self-confidence, self-assurance and singleness of purpose. The research aimed to determine the service quality of Online Trading, to find the relative importance of the service quality dimension in online trading provided by trading companies with its customer satisfaction and customer perceptions of service quality. This survey was carried out in various places in Tamil Nadu by using questionnaire. A sample of 150 respondents has been chosen to collect the primary data.

Keywords

Factor Analysis, Service Quality, Investor Perception.

How to Cite this Article?

M. Selvarani and S. Suganya (2010). An Empirical Study on Service Quality Perceptions of Online Trading Investors. i-manager’s Journal on Management, 4(4), 32-37. https://doi.org/10.26634/jmgt.4.4.1159

References

[1]. Chaisomphol Chaoprasert & Barry Elsey, (2004). “Service Quality Improvement in Thai Retail Banking and its Management Implications,” ABAC Journal, Vol. 24, No.1 (January - April, 2004), pp. 47 – 66.
[2]. Mohammed Hossain and Shirley Leo (2009). “Customer perception on service quality in retail banking in Middle East: the case of Qatar,” International Journal of Islamic and Middle Eastern Finance and Management Vol. 2 No. 4, 2009 pp. 338-435.
[3]. Mohammed Sadique Khan and Siba Sankar Mahapatra, (2009). “Service quality evaluation in internet banking: an empirical study in India,” International Journal of Indian Culture and Business Management, Vol. 2, No. 1,pp 30-46.
[4]. Parmita Saha Yanni Zhao. (2005). Relationship between online service quality and customer satisfaction: a study in Internet banking.
[5]. Yenhui Ouyang, (2010). “A Relationship between the Financial Consultants' Service Quality and Customer Trust after Financial Tsunami,” International Research Journal of Finance and Economics, No. 36, 75-86.
[6]. Zhilin Yang, Xiang Fang (2004). “Online Service Quality Dimensions and Their Relationships with Satisfaction: A Content Analysis of Customer Reviews of Securities Brokerage Services,” International Journal of Service Industry Management, 15 (3), 302-326.
If you have access to this article please login to view the article or kindly login to purchase the article

Purchase Instant Access

Single Article

North Americas,UK,
Middle East,Europe
India Rest of world
USD EUR INR USD-ROW
Online 15 15

Options for accessing this content:
  • If you would like institutional access to this content, please recommend the title to your librarian.
    Library Recommendation Form
  • If you already have i-manager's user account: Login above and proceed to purchase the article.
  • New Users: Please register, then proceed to purchase the article.