HuSS: International Journal of Research in Humanities and Social Sciences

Open Access Open Access  Restricted Access Subscription Access

Customers’ Satisfaction and Problems Faced towards E-Banking Services in Select Banks of Erode Distric


Affiliations
1 Department of Commerce (SF), Vellalar College for Women (Autonomous), Erode, Tamil Nadu, India
 

Banking industry renders various types of banking and subsidiary services to its customers. In the service sector, the banking segment has been the fastest growing segment. Technology is a very dynamic force which drives a paradigm shift in the competitive landscape of the financial services and banking industry, influencing the way their products and services are dispensed with. Consequently, the banking sector is exposed to increased competition and growing consumer awareness necessitating the application of information technology to offer better customer services with efficiency. However, the satisfaction level of banking customers varies according to their experience, perception and social background. It is imperative for the banks to increase the level of satisfaction of its customers in order to build its goodwill. The present study examines the level of satisfaction of the respondents and the problems faced by them in availing E-banking services.

Keywords

E-Banking, Expectations, Problems, Satisfaction.
User
Notifications
Font Size

  • Aki TK. Management of technology in banking. Available from: www/iamot.org/conference/view paper/2002 2. Rao C. The dynamic of customers services. IBA Bulletin. 2002 Mar; 24(3):116–9.

  • Arora K. Indian banking: Managing transformation through information technology. IBA Bulletin. 2003 Mar; 25:7–19.

  • Bhaskar PVA. Customer service in banks. IBA Bulletin. 2004 Aug; 26(8):9–13.

  • Kamakodi N. Customer preference on e-banking services understanding through a sample survey of customers of present day banks in India. Bank Net Publications; 2007 Oct. p. 30–43.

  • Mishra J, Jain M. Constituent dimensions of customer satisfaction: A study of nationalized and private banks. Prajnan. 2007; 35(4):390–8.

  • Sharma RD, Kaur G, Sharma J. Customer delight a road to excellence for banks. NICE Journal of Business. 2007 Jul/ Dec; 2(2):1–12.

  • Liao S, Shao YP, Wang H, Chen A. The adoption of virtual banking: an empirical study. International Journal of Information Management. 2008; 19:63–74.

  • Uppal RK. Customer perception of e-banking services of Indian banks: Some survey evidence. The ICFAI Journal of Bank Management. 2008 Feb; 7(1):63–74.

  • Vannirajan T, Nathan SM. Performance only measurement of service quality and customer satisfaction in Indian commercial banking. Punjab Journal of Business Studies. 2008 Mar-Oct; 3(2):1–16.

  • Jani AS. A study of consumer perception on the use of e-technology in the retail banking sector, a comparative study of public sector and private sector banks. Indian Journal of Marketing. 2012 Jan; 42(1):46–58.

  • Sharma N. Service quality in e-banking: An empirical study of user’s perception. Indian Journal of Finance. 2012 Nov; 6(11):44–52.

  • Hair J, Anderson RE, Tatham RL, Black WC. Multivariate data analysis. 4th ed. New Jersey: Prentice Hall Inc; 1995. p. 373.

  • Tabachnick BG, Fidell LS. Using multivariate statistics. Boston: Pearson Education Inc; 2007. p. 611.


Abstract Views: 427

PDF Views: 366




  • Customers’ Satisfaction and Problems Faced towards E-Banking Services in Select Banks of Erode Distric

Abstract Views: 427  |  PDF Views: 366

Authors

S. Saraswathi
Department of Commerce (SF), Vellalar College for Women (Autonomous), Erode, Tamil Nadu, India

Abstract


Banking industry renders various types of banking and subsidiary services to its customers. In the service sector, the banking segment has been the fastest growing segment. Technology is a very dynamic force which drives a paradigm shift in the competitive landscape of the financial services and banking industry, influencing the way their products and services are dispensed with. Consequently, the banking sector is exposed to increased competition and growing consumer awareness necessitating the application of information technology to offer better customer services with efficiency. However, the satisfaction level of banking customers varies according to their experience, perception and social background. It is imperative for the banks to increase the level of satisfaction of its customers in order to build its goodwill. The present study examines the level of satisfaction of the respondents and the problems faced by them in availing E-banking services.

Keywords


E-Banking, Expectations, Problems, Satisfaction.

References





DOI: https://doi.org/10.15613/hijrh%2F2016%2Fv3i2%2F136499