Internet is significant for redefining and reshaping the various concepts in all spheres of life. To acquire ease, swiftness and downsizing, have a forceful edge over the competitors, homogenize qualitative services, swell market share, and on the whole, to get better eminence, Internet has become an appropriate pedestal for banking sector as well. In recent years, the banking industry around the world has been undergoing a rapid transformation. In India banking sector is growing rapidly with the various banks such as Private Sector, Public Sector and Foreign banks. The deepening of information technology has facilitated better tracking and fulfillment of commitments, multiple delivery channels to the online customers and faster resolution of issues through various modes. Today, customers expect high quality services from banks which, if fulfilled, could result in significantly improved customer satisfaction levels or the customer may shift its business to the other banks. The present study is an endeavor to explore the factors influencing Internet banking. The Primary data constitute personal interviews of respondents, filling the forms online and secondary sources include information collected from recent journals on Online Banking. Articles on Online Banking also form a part of secondary data. This research study mainly focuses on the identification of common challenges and/or problems that may occur in the financial sector as well as in banking. The second objective is to analyse the appropriate segment to provide the most of the convenience coming from e-banking services directly to the customers. This study helps is analyzing various aspects from the customer’s point of view with regard to Internet Banking and would, therefore, help the bank management not only in improving the level of satisfaction but also strengthening the bond between the banks and their customers, thereby helping them to retain and/or expand their overall customer base.
Keywords: Online Banking, Customer Satisfaction, loyalty, trust, perceived risk, customer efficiency, quality
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