Customers satisfaction with internet banking in public and private sector banks with special reference to tirunelveli district

Abstract

The banking industries are mostly customer driven and their survival in newlinecompetitive environment largely depends on new technological services provided newlineby them. Technology plays a vital role in improving the quality of services newlineprovided by the banking sectors. One of the technologies which really brought newlineinformation revolution in the society is Internet Technology and is rightly newlineregarded as the third wave of revolution after agricultural and industrial newlinerevolution. Advent and adoption of internet by the banking sector has removed the newlineconstraint of time, distance and communication making globe truly a small newlinevillage. Financial sector being no exception, numerous factors such as competitive newlinecost, customer service, increase in education and income level of customers etc. newlineinfluence banks to evaluate their technology and assess their electronic commerce newlineand internet banking strategies. Internet banking allows banking from anywhere, newlineanytime and is used for transactions, payments etc. over the internet through a newlinebank, a credit union or society s secure website. So, basically in internet banking a newlineclient has one-to-one interaction with the bank s website and in such a situation it newlineis essential on the part of bank to provide high quality services over the internet. newlineSo, in contrast to traditional banking, internet banking involves non-human newlineinteractions between customers and online bank information system. Customer newlinesatisfaction, customer retention and new customer acquisition are the key factors newlinein internet banking. Providing internet banking is increasingly becoming a need newlineto have than a nice to have service. Internet banking is a new delivery channel newlinefor banks in India. newline