Abstract:

The rapid advancement of information and communication technologies has fundamentally transformed the global banking industry, accelerating the transition from traditional branch-based operations to technology-driven service delivery systems. Internet banking has emerged as a key channel for providing efficient, cost-effective, and convenient financial services, a role that became particularly pronounced during the COVID-19 pandemic. Pandemic-related mobility restrictions and health concerns intensified reliance on digital banking services, placing significant pressure on banking institutions in developing economies such as Sri Lanka, where digital banking adoption remains at a relatively early stage. Against this background, this study examines the impact of internet banking service quality on customer satisfaction during the COVID-19 pandemic, with special reference to university students at the University of Sri Jayewardenepura. Grounded in the E-S-QUAL framework and expectancy–disconfirmation theory, the study adopts a quantitative, cross-sectional research design. Primary data were collected from 120 respondents using a structured questionnaire, and the data were analyzed using descriptive statistics, correlation analysis, and binary logistic regression techniques. The empirical findings indicate that efficiency is the most significant determinant of customer satisfaction, highlighting the importance of ease of use, transaction speed, and time savings during crisis conditions. Income level also emerged as a statistically significant factor influencing satisfaction, while other service quality dimensions, although positively related, did not demonstrate significant effects. These results suggest a context-specific shift in customer priorities toward functional performance during periods of economic and social disruption. The study contributes context-specific empirical evidence to the literature on internet banking service quality in Sri Lanka and offers practical insights for banking institutions seeking to strengthen digital service delivery and customer satisfaction during times of uncertainty.