Customer satisfaction in E banking a comparative study of selected banks in south Bengaluru Karnataka state

Abstract

Indian banking sector has witnessed many changes in its six decades of journey, from pre independence era to technology era. E banking is also known as digital banking, virtual banking and technology banking. It is a sub set of e business. newlineSimply stated, it is one more delivery channel to provide all banking products and services to the customers. The present study revolves around two concepts, customer satisfaction and banking. newlineThe concept of e banking evolved in the western countries in 1980s, with the newlineusage of internet for business purposes. The earliest model of e banking was newlineElectronic Fund Transfer (EFT) and in India ICICI pioneered the e banking services in the year 1991. In these two decades the concept has undergone many changes, addressing the concerns of the customers gaining acceptability of customers, Vis a Vis safe guarding the interests of the banks. Reserve Bank of India has played a major role working in tandem with central government in systematizing the implementation of e banking. Assessing and measuring the customer satisfaction and understanding newlinefactors that influence customer satisfaction in e banking as such forms the central theme of the research.