Measuring Innovative Banking User`s Satisfaction Scale


  • Dr Keyur M Nayak
  • Dr Kuldip Sharma


Purpose – The main motive of the study is to measure reliability and validity of innovative banking user`s satisfaction scale in the banking industry of India.

Design/Methodology/Approach – It had been attempted to develop scientific scale on user`s satisfaction and the data had been collected using survey methodology. The reliability and validity of the data and scale were tested using confirmatory factor analysis using IBM SPSS and AMOS software.

Findings –A reliable and valid multidimensional scale had been conceptualized which explains five dimensions: of technology enabled users in banking Industry.

Research Limitations/Implications – The present research was carried out to only “userof innovative banking products and services”. The influences of demographic variables as mediation and moderation effects were not studied. It captures insights of the user`s satisfaction experience as perceived by the bankers.

Practical Implications – The scientific scale will be utilized to evaluate the reactions of users and indicating strategic decisions of bankers to frame policies and procedures related to I- banking products and service.

Originality/Value – The study discovered valid multidimensional scale which can measure innovative banking user satisfaction experience.