E-Banking in India : Contemporary Issues in Customers Satisfaction

Contents: Preface. 1. Introduction. 2. Method and procedure. 3. Analysis of data of e-Bank customers’ perception. 4. Summary and conclusions. Appendices. Bibliography. Index.

Today every bank wants to attract more and more customers towards it and for that it is necessary that the banks should provide more and more services to their customers and brings about significant changes in their functioning. Introduction of e-Banking services can be seen as an effort of the banks in this direction. Every bank group either it is public sector or private sector is trying to provide more and more e-Banking services to its customers and this is in accordance with the law of survival of the fittest. If they do not provide these services according to the changing needs of the society, they will be out of the banking industry. So it has become a matter of survival for the modern banks to continuously update themselves and provide what their customers expect from them. This book is mainly concerned with the empirical evaluation of e-Banking services of public and private sector banks of Punjab and their impact on the satisfaction of their customers. For this purpose 20 banks, 10 from public sector and 10 from private sector from Ludhiana, Jalandhar and Patiala districts of Punjab were selected. A total sample of 600 bank customers and 250 bank employees had been selected from the above said two bank groups. For the purpose of analysis, various statistical techniques such as t-test, F-test and chi-square test were used, so that useful analysis can be provided about the level of satisfaction of bank customers from the e-banking services provided by their respective bank as this level strengthens their loyalty towards their bank. So this book is an attempt in this area to work as a valuable guide to the bank customers to choose the bank of their choice and bank employees to work effectively to increase their customer’s base and customer’s loyalty.