A Comparative Study of Banking Services and Customer Satisfaction in Public, Private and Foreign Banks (original) (raw)
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IAEME PUBLICATION, 2020
E-banking is the application of electronic means in interaction between bankers and customer, and bankers and businesses, as well as in internal banking operations, to simplify and progress the banking services. Today, approximately all banks have adopted ICT as a mean of improving the service quality of banking services. An attempt has been made by evaluating the services rendered by banks through the e-banking services. The e-banking service brings lot of convinienence, customer centricity, augmented service quality and cost effectiveness. A structured questionnaire was used in collecting the relevant data from the customers respectively. More number of researchers and experts quoted that, service quality can be improved through advanced information and communication technology (ICT). This paper examines the customer satisfaction on the Electronic Banking Services of Public Sector and Private Sector Banks in Puducherry Region. The sample size of the study is 478; the data is gathered from both the primary and secondary information. Non Probability sampling techniques are applied in this research article and particularly purposive sampling technique applied for the study. Some of the statistical tools like, independent sample t-test, ANOVA, correlation, Mean and Standard Deviation are used in this research article. The result of the study shows that customers of Public Sector Banks have lesser perception of the various dimensions of e-service quality compared with the private sector Banks. This paper recommends that the wider use of IOT based applications in banking services will make better banking solutions.
International Journal of Scientific & Technology Research, 2019
Banking segments in India have been on the up of late due to high liquidity, changing demographic profiles, changing interest rates, and increasing demand for the consumer. Brief scrutiny of the Indian banking industry would extract the reasons behind the current scenario governed by the Banking Regulation Act of India, 1949. The Indian banking industry can be broadly classified into two major categories: Non-scheduled banks and Scheduled banks. This research paper aims to study the impact of internet banking services on customer satisfaction at public and private sector banks. Questionnaires were designed by the researchers. The primary data have been collected by using a structured questionnaire from 525 selected respondents as random bases. Research Tools for Data Analysis, collected has been analyzed using SPSS. Statistical tools such as percentage, Chi-square, and independent Sample Test (Z Test) have been used for data analysis. The study attempted to explain the various means of internet banking services that might lead to customer satisfaction. This paper showed that banking service over the internet has a positive impact on customer satisfaction. This study recommended that both sector banks should focus on spreading the knowledge of electronic banking services to the customers. This study highlighted that electronic banking services highly recommend and should spread technical awareness among current and potential customers, and develop the suitable groundwork for electronic banking services for customer satisfaction.
An Empirical Study of E-Banking Service Quality & Its Effect on Customers Satisfaction in India
With the advent of Information technology (IT), there is a boom in e-services offered by all the industries around the globe. The banking industry is no different. E-banking is one of the commonly accepted IT solutions by most of the Indian banking and is playing a unique role in strengthening the banking sector and improving its service quality. There is expected an increase in customer satisfaction level with the improvised e-banking services, along with other benefits like reduction in the cost of banking operations, enhanced competitiveness and increased profitability. Therefore it is necessary to evaluate the effect of e-banking services on customer satisfaction. Research methodology-the present study is based on primary data, collected from 200 respondents availing E-banking services from the various public sector as well as private sectors banks. The questionnaire is designed based on dimensions of SERVQUAL model. Various statistical tools are applied for analysis of data. Factor analysis was used for data reduction. Cronbach alpha, KMO and Bartlett test of sphericity were applied to check reliability. Correlation and Regression analysis are run to test the effect of the service quality dimensions on overall customer satisfaction. Secondary data is collected from various journals, magazines, and websites for the extensive literature review. The data is processed on SPSS 16.0 Findings & conclusion: all the service quality dimensions are found to have a positive correlation with overall customer satisfaction. The regression analysis shows that all the service quality dimensions positively affect the overall customer satisfaction.
A DETAILED STUDY ON CUSTOMER SATISFACTION IN STATE BANK OF INDIA AND BANK OF INDIA WITH
Dr. Niyaj S. Sheikh
E-banking is getting great attention in the banking industry and the regulatory community. This is because e-banking reveals a more general interest in the role of the Internet as a vehicle for commercial activities. However, interest in e-banking may be particularly keen because a strong case can be made, that banking along with other financial services, offers a particularly fertile environment for the development of e-commerce. Banking includes the collection, storage, transfer, and processing of information assets and the Internet is an extremely powerful and efficient tool for control these information processes. E-Banking has advanced from virtual unimportance to tens of millions of users worldwide. However, e-banking is the product of different generations of electronic transactions. The current web-based internet or e-banking is the latest of several generations of systems. Automated teller machines (ATMs) were the first well-known machines to offer electronic access to customers, whereas in phone banking, users call their bank"s computer system on their ordinary phone and use the phone keypad to execute banking transactions. PC banking outdated phone banking and allowed users to interact with their bank by means of a computer with dial-up modem links to the phone network. Phone and PC banking involved maintenance costs related with keeping up to date with different modems and with avoiding excessively complex installation procedures.
Factors Affecting The Customer Satisfaction In E-Banking: Some Evidences Form Indian Banks
The journal Management Research and Practice, 2011
This study evaluates major factors (i.e. service quality, brand perception and perceived value) affecting on customers' satisfaction in e-banking service settings. This study also evaluates influence of service quality on brand perception, perceived value and satisfaction in e-banking. Required data was collected through customers' survey. For conducting customers' survey likert scale based questionnaire was developed after review of literature and discussions with bank managers as well as experts in customer service and marketing. Collected data was analyzed using principle component (PCA) using SPSS 19.0. A result indicates that, Perceived Value, Brand Perception, Cost Effectiveness, Easy to Use, Convenience, Problem Handling, Security/Assurance and Responsiveness are important factors in customers satisfaction in e-banking it explains 48.30 per cent of variance. Contact Facilities, System Availability, Fulfillment, Efficiency and Compensation are comparatively less important because these dimensions explain 21.70 per cent of variance in customers' satisfaction. Security/Assurance, Responsiveness, Easy to Use, Cost Effectiveness and Compensation are predictors of brand perception in e-banking and Fulfillment, Efficiency, Security/Assurance, Responsiveness, Convenience, Cost Effectiveness, Problem Handling and Compensation are predictors of perceived value in e-banking.
Level of Customer Satisfaction While Using Internet Banking: A Study of Anand City
A considerable growth of internet based services hase been observed in the last few years. Managing service quality while using internet as a distribution channel, is the challenge for the service provider. This study aims at evaluating service quality of internet banking services in Anand city from customer's perspective. A structured questionnaire containing 21 quality items is administered to various target groups. In this study, 5 quality dimensions i.e. Responsiveness, Reliability, Efficiency, Privacy of information and Easiness to use are considered. Customers from two leading Banks, one from Public sector (State Bank of India) and one from Private sector (ICICI Bank) were considered for the purpose of study. Data was statistically analyzed to assess overall service quality of Internet Banking.
Bank plays a very important role in the economic development of a country. A bank is a money related foundation that acknowledges stores and channels those deposits into loaning exercises either straightforwardly or through capital markets. A bank interfaces clients which have capital deficiencies to those clients with capital surpluses. The saving money industry in India is confronting sure difficulties i.e. difficulties of value administration, consumer loyalty, client retention, customer satisfaction, Quality service assumes a noteworthy part in accomplishing consumer loyalty, and creating brand dedication in keeping money division. Now-a-days internet is widely used by various private and public sector banks to provide various banking services to the customers. In this paper a review on the work of various authors has been presented on the study of customer satisfaction with internet banking in public and private sector bank.
Online Banking Security Measures and Data Protection
This research paper mainly deals with expectation and perception of service quality of select Indian Banks i.e. SBI and HDFC on the customer satisfaction. The research survey was based on IS-QUAL dimensions (Ray & Ghosh,2014) a diagnostic model developed in 2014, which measures service quality and internet service quality in terms of customer expectations and perceptions of banking services. This present research tends to evaluate the overall idea of expected and perceived services of the two banks. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and paired t- test.
Banking plays an important and vital role in the Indian Economy not only in Independent India but since the Vedic period. Remarkable performance has been noticed during the Pre Independence, Post Independence, Post Nationalized period and in the recent times too. The Success and failure of banking sector like any other service sector organization fully depends on the customer satisfaction of the service provided by that sector. The purpose of this study is to find out the satisfaction level of customers with the uses of internet banking services facilities provided by the banks across the state which leads to make more loyal customer and hence loyalty leads to the attracting more customer, expansion of business and increase in net profit. Data were collected with the help of open ended questionnaire in and around Vadodara city. The Snow ball sampling has been used to identify the respondents. The data have been analyzed with the use of Statistical Package for Social Science [SPSS]. The finding of the study shows that there is a significant variation in the level of satisfaction among internet banking users across the state. The overall satisfaction of an Internet banking users totally depends upon Reliability, Responsiveness, Security, Ease of use, Access and Tangible. Study also suggests some necessary steps need to be taken to improve the satisfaction level of customers with the use of Internet banking across the state.