The Impact of E Banking on Customer Satisfaction A Comparative Analysis of Public Sector Banks And Private Sector Banks

Abstract

The growth of high speed networks has developed new landscape of e-banking/internet banking services in the world and India is no exception to it. Electronic banking products includes information only systems, electronic information transfer system, fully information transfer system, automatic teller machine, credit/debit card, smart cards, bills payment system, mobile banking, fund transfer systems, buying entry tickets, etc. Regulators across the continents are creating/approving new categories of organisation and products with an objective of inclusive growth across the all sections of societies. With this paradigm change in view, this study embodies the analysis of seven dimensions/ factors such as accessibility, convenience, content, design, security, speed and fees and charges of electronic banking and impact of these factors on customer satisfaction of e-banking/internet banking services. The study is based on the secondary as well as primary data collected with a structured questionnaire from 305 respondents. The banks and respondents were selected using criteria of convenience sampling method. In total the data was collected on 35 statements of inherent seven dimensions as mentioned above. newline