IOSR Journal of Business and Management (IOSR-JBM) e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 20, Issue 4. Ver. V (April. 2018), PP 47-53 www.iosrjournals.org DOI: 10.9790/487X-2004054753 www.iosrjournals.org 47 | Page A Study Using SERVQUAL Model to Assess Service Quality and Customer Satisfaction of Internet Banking Usages in Burdwan District, West Bengal Souvik Singha 1 , Tanmoy Dasgupta 2 1 (Department of Computer science & Engineering, Techno India University, W.B, India) 2 (Department of Business Administration, The University of Burdwan, India) Corresponding Author: Souvik Singha 1 Abstract: The technology innovation of electronic channel of service delivery has brought in a level playing for business economy. The Internet banking is thus an essential medium for banking economy. However customer satisfaction is crucial for building a profitable business model. In our study an exploratory survey with the help of a Liker based questionnaire was conducted to investigate the impact of Internet banking service quality on customer satisfaction in Burdwan district West Bengal. The result implicated that the internet banking service quality dimensions have a significant impact on the customer satisfaction of Internet banking customers in Burdwan district. The main objective of this study is to identify the various dimensions of Internet banking service quality and also examine the relationship between the customer perceptions of Internet banking service quality in Burdwan district West Bengal. Keywords: Burdwan District, Customer satisfaction, Internet Banking, Perception, Service Quality. --------------------------------------------------------------------------------------------------------------------------------------- Date of Submission: 10-04-2018 Date of acceptance: 24-04-2018 --------------------------------------------------------------------------------------------------------------------------------------- I. Introduction Service quality has been the subject of considerable interest by both practioners and researchers in recent years. Definitions of service quality hold that this is the result of the comparison that customers make between their expectations about a service and their perception of the way the service has been performed ( Caruana & Malta 2002; 1984; Parasuraman et.al, 1985, 1988, 1994). Several studies have been conducted to identify traditional service quality dimensions that contribute most significantly to relevant quality assessments in the traditional service environment (Parasuraman et.al., 1985, 1988; Johnston 1995; Pitt et.al., 1999; Berry et. Al., 1985). Johnston et. al. (1995) identification of the determinants of service quality is necessary in order to be able to specify measure control and improve customer perceived service quality. There are a number of different definitions as to what is meant by service quality. One that is commonly used defines service quality as the extent to which a service meets customer‟s needs or expectations (Lawis and Mitchell, 1990; Dotchin and Oakland 1994; Asubonteng et. al, 1996; Wisniewski and Donnelly, 1996). Service quality can thus be defined as the difference between customer expectations of service and perceived service. If expectation are greater than performance, then perceived quality is less than satisfactory and hence customer dissatisfaction occurs (Parasuraman et. al. 1985; Lewis and Mitchell, 1990). The service quality approach, which is studies in this research is most common method literature for measuring service quality. II. Literature Review Service quality is a concept that has aroused considerable interest and debate in the research literature because of the difficulties in both defining it and measuring it without no overall consensus emerging on either (Wisnie Wski, 2001). In conceptualizing the basic service quality model conducted by Parasuraman, Zeithmal and Berry (1985), identified ten key determinants of service quality as perceived by the company and the consumer reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding/ knowing the customer and tangibility. They noted that discrepancies existed between the firms and the customers perception of the service quality delivered. Parasuraman, Zeithmal and Berry (1985) assert that their framework can be used for identifying differences in the quality of goods and services by distinguishing between the properties of a good or service. They note that Nelson (1974) defined “search properties” as properties that can be determined before purchasing (such as credibility and tangibles), and “experience properties” as properties that can be determined only after purchase or consumption. Further Darby and Karni (1973) defined “credence properties” such as competence and security, as properties or characteristics that consumers often find. Therefore Parasuraman, Zeithmal and