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IMPACT OF INTERNET BANKING ON CUSTOMER SATISFACTION AND BUSINESS PERFORMANCE

Related Papers

Payal Bassi

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.

Rayhan Sikder

As economic globalization competition intensifies and makes an environment of constant transform, winning and keeping customers has become very challenging task in service industries specially in banking sector. Nowadays banks have realized that cost of attracting a new customer is much more than retaining existing customers, so banks are emphasizing more upon customer satisfaction. These days customers demand for top quality services and products served with minimum wait time, so customers prefer digital service banks as well bankers. At this backdrop, the main problem today before the commercial banks, more particularly the public sector banks in Bangladesh. The current research paper attempts to make a comparative analysis of level of customer satisfaction towards services provided by public and private sector banks. The study has been conducted in Gopalganj city. This study is based on questionnaire method. A sample of 250 (200 male, 250 female) customers has been selected using random sampling method from ten private and four public commercial banks in Gopalganj city, Bangladesh. The respondent has been interviewed from October to November 2015 through questionnaire method. The Descriptive statistics and the Zero-order correlation have been performed to analyze data as the statistical tools. The statistical tests are conducted at 5% and 1% level of significant the main statistical tools are used. The study results revealed that private commercial banks are more preferred by majority of the customer as they emphasize more upon relationship building with their clients because private commercial banks provide faster customer service, good customer interaction, sound environment and are better equipped with modern infrastructure as compared to public commercial banks in Gopalganj city.

Purpose – The purpose of this paper is to measure customer’s satisfaction towards the development in the banking services due to the innovative technology and it also discusses the different kinds of modern banking services which are useful to enhance customer satisfaction. Design/methodology/approach – The approach of structured questionnaire was used to collect the data from the sample size of 120 bank users. Sample was consisting on different groups based on age, income, occupation and gender group. The collected data from sample was then analyzed by using SPSS. Regression and correlation tools were used to test the all hypothesis. Findings – The results indicate that there is significant relationship between all the independent variables and dependent variable but the intensity of each relationship is different. Responsiveness and reliability have strong relationship with customer satisfaction while the rest of the variables as security, awareness, ease of use and trust have mod...

International Journal of Scientific Management and Development

One of the effective strategies for attracting the customers' trust and making them loyal is analyzing the effective factors on the customers' satisfaction in banking industry and adopting suitable policies related to these factors. This article focuses on recognizing the effective factors on the satisfaction of Saman bank customers and aims to identify procedures causing an increase in customers' satisfaction. In this research, first the factors related to the quality of traditional services, the quality of internet services, customers' satisfaction, complaint management, customers' mental image of the bank, customers' loyalty and trust have been extracted through conceptual study and review of literature as the effective factors on customers' satisfaction, and the conceptual model of the research has been made based on these factors. Then, 500 questionnaires have been distributed among the customers of Saman bank to evaluate the relationship between the variables and finally, 303 questionnaires have been the base of the research. This study has an applied aim and descriptive-cor relational method and it is exactly PLS-SEM regarding the analysis of the data. This research The analysis the result, show the influence of service quality on customers' satisfaction, the effect of their mental image on their loyalty, the effect of their satisfaction on their trust, and the effect of customers' satisfaction on their loyalty. The results of this research provide useful insight for the bank, policy makers and marketing researchers in banking system and help the superior managers increase their customers' satisfaction through such policies.

IJRASET Publication

The Aim of this study is to compare the customer perception and customer satisfaction level between Private and Public sector Bank in North West Delhi area and to investigates and understands the relationship variable which leads to customer satisfaction and studies the differences in different perception and thinking of customers with respect to various services provided by 4 Indian banks. It begins with a brief overview of customer satisfaction and past history of the banking sector. This study analysis the details of the various research design is being used and the sampling technique is being also employed, various data collection methods to achieve the objectives of this study and the various tools and techniques used for analyzing the data. This study also elaborates upon the research instrument that is used. Finally, the different hypothesis to be tested during the course of the work has been presented later on. The contents bring out the aims and objectives of this research work. The scopes of the study have been mentioned and it includes the period cycle of study and volume of study carried out in the work. It also presents a detailed roadmap of how the research has been conducted in various stages. A questionnaire has been employed for collection of primary data through questionnaire responses collected from 100 responded and secondary data collected from books, magazine, research paper, journals, articles etc. In this study a detailed analysis of Customer Satisfaction between public and private Sector Banks has been achieved with the help of a survey study of customer of public and private sector Banks. The Analysis of this study of data was carried out using both MS Excel and SPSS (Statistical Package for Social Sciences) and hypothesis is also designed to understand the satisfaction level at various banks.. This study reveals the different levels of satisfaction are high in Private Sector as compared to Public Sector. This study also helps identify the various variables factors (or relationship dimensions) which is responsible for satisfying the customer between various Banks. I. INTRODUCTION Customer satisfaction refers to a measure or degree of how various products and services supplied by a company or organization meet or surpass customer expectation. In a competitive business environment where businesses compete for customers, customer satisfaction is considered as a key differentiator and increasingly has become a key element of business strategy. Customer has different perception of different services of companies. Those Company's or Organization provide better service customer have better perception over that product or services. So Customer perception also plays important role in achieving success of the company. Organizations need to retain existing customers while targeting non-customers; Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Banking is a customer oriented services industry. As we aware that customer is the king therefore customer main focus and customer service is the differentiating factor. Banks have also started realizing that survival of business depends on client service and the satisfaction of the customer and this is compelling them to improve its services and build relationship with customers. With the current change in the functional orientation of banks, the purpose of banking being reoriginated. The main driver of this change is changing customer needs and expectations time to time. Customers look for a relationship with bank when they receive benefits from its services. II. LITERATURE REVIEW Dr Patel. Mitesh and Dr Shah. Mayur. (2020) conducted a study to compare the extent of customer's satisfaction with quality of its different constituent factors. SERVQUAL Model was used by researcher to analysis the service quality of different banks customers. The non-probability convenience sampling and snow balling method was used by researchers where 186 respondents, 88 customers of Public Sector Banks and 88 customer of Private sector bank constitute the sample for the survey. The study was carried out by using different statistical tools like descriptive statistics, reliability statistics, factor analysis, chi-square analysis, ANNOVA analysis and SERVQUAL Analysis. The finding revealed that service quality gap of customer satisfaction and perception was less in ICICI bank while maximum in Bank of Baroda bank. Overall good service quality shows in ICICI bank as compared to other bank.

Kelvin Medu

World Journal of Management and Economics (1819-8643)

Manu Vasudevan UNNI

Customer Satisfaction is a detrimental element of quality of life. However, it is missing in the present competitive world. The changing patterns, working conditions, hyper competition, market dynamics and global reforms have highly influenced the lifestyles of individuals to a great extent. It is also a fact in the case of banks, governments and enterprises. Most of the people have been experiencing public sectors, anxiety, frustration, loneliness. The students, doctors, women, senior citizens, working professionals and others have faced several issues and concerns related to problems as well as physical during the new banks. The lack of communication/ accountability, absence of values and bad habits lead to stormy relationships and abnormal behavioral patterns for self and family. All of these have short, mid and longterm impact on the public and private affecting the quality of life. It indicates that the mental health crisis has emerged as a grave concern not only for India but for the world. The present study intends to recognize the socioeconomic , psychological and other factors causing banks and explores its impact on quality of life. The study is significant as it deals with the pandemic, loss of jobs, financial instability, medical emergencies, deaths of close relatives, personality disorders, failure in personal/professional life etc. It is imperative to address these concerns as they would lead to increase in motivation, performance and overall satisfaction towards life. Otherwise, private banks are at risk resulting in increasing crimes, suicides and public issues too.

Studies in Indian Place Names

Banking industry faces intense competition and increased customer expectation. They develop customer oriented strategies to compete successfully in the competitive environment. Customers evaluate the quality of service with their experience in service delivery. The research paper evaluates the degree of customer perception in banking services relating to speed, accuracy and transparency in Public sector bank, Old private sector bank and New private sector bank. The respondents in this study are customers of bank branches. The research paper revealed that customer perception on banking services is better in New private sector bank and also in urban branches.

Velmurugan Ramasamy

Still, Public Sector Banks (PSBs) in India maintains the largest market share in Indian Banking System. Most of the rural public has more faith of Government Sector Banks–Public Sector Banks–on the amount deposited. In order to attract customers, old and new private sector banks have offered numerous innovative services. Thus, after financial sector reforms, earning potential of public sector banks have been shared by private and foreign banks. In order to increase their profitability and to retain their existing market share, public sector banks too have to identify their customer's expectations and to offer services up to the expectation of their customers. In this context, the present study has been carried out to identify the reasons influencing customer's satisfaction and to ascertain the factors influencing customer's satisfaction. The collected data have been analyzed by employing Friedman Rank test and Multiple Regression. The result of the study disclose that most of the customers are satisfied with respect to bank physical appearance followed by cash withdrawl limit at ATM counter, DD commission Rate. Further, Public Sector Banks customer satisfaction depends on their Occupation, Type of Bank Account hold and Customers Perception on Service Quality offered at PSBs.

Dr Dinesh Bhakkad

Competitive banking world and improvement in customer service is the most important tool for better growth of banking sector. Customer requirement and complaints are part of their banking business life. This is so more important for banks because banks are service industry. Banks offer so many channels to access their banking and other services. Therefore the need of the study arises because banking sector helps in economic development of the country and to fulfill this, customer satisfied first by providing quality services. Hence there is need for customer survey, identifying their requirements and satisfaction which helps the overall development of banking business with growth of banking industry. The main objectives of the study is customer satisfaction towards banking services and their quality, and to compare the customer services by public sector and private sector banks. For this purpose the field survey was conducted with sample size of 200 customers. Questionnaire method a...

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