IT-Governance Framework Considering Service Quality and Information Security in Banks in India

This study proposes an IT-Governance framework for the Indian Banking Industry. This research explores the factors predicting customer loyalty in retail banking. The classical SERVQUAL model that captures consumer insight of a service along the five dimensions (reliability, assurance, tangibles, empathy, responsiveness) and is combined with three critical factors of cyber / information security, namely confidentiality, integrity and availability (CIA) to generate a conceptual framework for IT-governance in Indian Banking. A survey with more than 150 respondents was conducted. The study concludes that customers have a moderate to low perception on current Indian banking infrastructure and other dimensions of services quality it provides, while a highly favourable perception of the parameters of information security and hence, it can be leveraged to implement certain critical policies of the government with requires confidentiality and integrity.

[1]  T. Cheng,et al.  An empirical study of employee loyalty, service quality and firm performance in the service industry , 2010 .

[2]  J. Lin,et al.  The role of technology readiness in self‐service technology acceptance , 2011 .

[3]  S. Shapiro,et al.  An Analysis of Variance Test for Normality (Complete Samples) , 1965 .

[4]  A. Broderick,et al.  Service quality in Internet banking: the importance of customer role , 2002 .

[5]  Huseyin Arasli,et al.  Customer service quality in the Greek Cypriot banking industry , 2005 .

[6]  M. Joseph,et al.  Service quality in the banking sector: the impact of technology on service delivery , 1999 .

[7]  Ranjit Singh,et al.  Measuring Customers’ Perception in Bancassurance Channel Using Psychometric Scale , 2017 .

[8]  N. Y. Siu,et al.  Measuring Service Quality in Internet Banking , 2005 .

[9]  Angappa Gunasekaran,et al.  World class sustainable supply chain management: critical review and further research directions , 2017 .

[10]  Jessica Santos.  E‐service quality: a model of virtual service quality dimensions , 2003 .

[11]  Selim Zaim,et al.  Service Quality And Determinants Of Customer Satisfaction In Hospitals: Turkish Experience , 2013 .

[12]  L. Kheng,et al.  The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia , 2010 .

[13]  A. Parasuraman,et al.  Refinement and reassessment of the SERVQUAL scale. , 1991 .

[14]  A. Parasuraman,et al.  Service quality delivery through web sites: A critical review of extant knowledge , 2002, Journal of the Academy of Marketing Science.

[15]  Richard A. Spreng,et al.  An empirical examination of a model of perceived service quality and satisfaction , 1996 .

[16]  Sanjay Misra,et al.  Neural Network and Classification Approach in Identifying Customer Behavior in the Banking Sector: A Case Study of an International Bank , 2015 .

[17]  D. Tranfield,et al.  Towards a Methodology for Developing Evidence-Informed Management Knowledge by Means of Systematic Review , 2003 .

[18]  P. Mengi.  Customer Satisfaction with Service Quality: An Empirical Study of Public and Private Sector Banks , 2009 .

[19]  Sanjay Misra.  An Approach for the Empirical Validation ofSoftware Complexity Measures , 2011 .

[20]  Vincent Charles,et al.  Comparative evaluation of critical factors in delivering service quality of banks , 2010 .

[21]  S. G. Deshmukh,et al.  Service quality models: a review , 2005 .

[22]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[23]  F. F. Reichheld,et al.  Zero defections: quality comes to services. , 1990, Harvard business review.

[24]  Helena Garbarino-Alberti.  IT Governance and Human Resources Management: A Framework for SMEs , 2013 .

[25]  R. Rust,et al.  Customer satisfaction, customer retention, and market share , 1993 .

[26]  Broderick Crawford,et al.  Knowledge Management and Creativity Practices in Software Engineering , 2012, KMIS.

[27]  Edmundo Tovar Caro,et al.  Identifying Technical Competences of IT Professionals: The Case of Software Engineers , 2010, Int. J. Hum. Cap. Inf. Technol. Prof..

[28]  A. Parasuraman,et al.  A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .

[29]  B. J. Berkley,et al.  Improving service quality with information technology , 1994 .

[30]  Sanjay Misra,et al.  Influence of Human Factors in Software Quality and Productivity , 2011, ICCSA.

[31]  Haemoon Oh.  Service quality, customer satisfaction, and customer value: A holistic perspective , 1999 .

[32]  Miguel Mira da Silva,et al.  Using People-CMM for Diminishing Resistance to ITIL , 2011, Int. J. Hum. Cap. Inf. Technol. Prof..

[33]  Shivam Gupta,et al.  Big data in humanitarian supply chain management: a review and further research directions , 2017, Annals of Operations Research.

[34]  Norshidah Mohamed,et al.  A Conceptual Framework for Information Technology Governance Effectiveness in Private Organizations , 2012, Inf. Manag. Comput. Secur..

[35]  Elli Georgiadou,et al.  The QUAIL Framework: Quality Assurance for Information Literacy Projects , 2017, Int. J. Hum. Cap. Inf. Technol. Prof..

[36]  J. J. Cronin,et al.  Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments , 2000 .

[37]  Lawrence J. Trautman,et al.  The Board’s Responsibility for Information Technology Governance , 2010 .

[38]  J. James,et al.  Service quality dimensions: an examination of Grönroos’s service quality model , 2004 .

[39]  Sungchul Yoon,et al.  Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool , 2004, Inf. Syst. Frontiers.

[40]  Ronnie Cheung,et al.  Measuring Service Quality in the Banking Industry: A Hong Kong Based Study , 2013 .

[41]  Davinder Kaur,et al.  Customer Perception of Banking Services — A Comparative Study of Rural and Urban Branches , 2011 .

[42]  Ponnurangam Kumaraguru,et al.  Information security practices followed in the Indian software services industry: An exploratory study , 2011, 2011 Second Worldwide Cybersecurity Summit (WCS).

[43]  Rajan Nataraajan,et al.  Service quality in the banking industry: an assessment in a developing economy , 1999 .

[44]  Steven De Haes,et al.  Analysing the Impact of Enterprise Governance of IT Practices on Business Performance , 2010, Int. J. IT Bus. Alignment Gov..

[45]  Hongxiu Li,et al.  A Proposed Scale for Measuring E-service Quality , 2009 .

[46]  R. Kant,et al.  Frauds in the Indian Banking Industry , 2016 .