摘要：This study starts from the modernization of banking and how it is reflected in the case of a Peruvian financial institution that provides products and services electronically to customers, as well as their perception of quality through the application of a survey based on the eSERVQUAL model. The objective of this research work is to determine the relationship between the electronic banking service quality of a Peruvian financial institution and customer satisfaction by contrasting the dimensions of both study variables. The research establishes a methodology with a quantitative approach, non-experimental and cross-sectional design, which aims to analyze through statistics the hypotheses correlation by means of the Spearman's Rho test, which was the result of the Kolmorogov's normality test. Likewise, a questionnaire of twenty-four questions was applied under the Likert scale, twelve items belong to the variable of service quality in electronic banking under the e-SERVQUAL model and nine belong to customer satisfaction. The results show that a large percentage of customers do not agree with the electronic banking service; however, this result can be used to make changes that generate advantages in terms of the dimensions that have been considered in order to relate customer satisfaction and visualize the gaps that the financial institution may not be taking into account in order to improve its service and product. Finally, by means of hypothesis testing, it can be concluded that there is a significant positive correlation between the two study variables. This research contributes to the electronic banking literature by providing the academic community with a demonstration of how electronic banking can determine customer satisfaction. Moreover, the search for theories that support our study variables from which the dimensions for the hypothesis testing were obtained. In addition, it offers a new option in the measurement of these variables through the use of the e-SERVQUAL model, which is very well adjusted to the evaluation of the products and services that are used by means of technologies, thus being useful for those financial institutions or any other one that provides services or products electronically to obtain the quality of what they provide and to evaluate themselves in order to improve, ergo, to be more competitive in the market.
关键词：e-SERVQUAL model;Service Quality in Electronic Banking;Customer Satisfaction
