literature review of internet banking of sbi

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Customer Satisfaction of Online Banking in SBI and ICICI-A Comparative Study in Pune City

Online banking (or Internet banking) allows customers to conduct financial transactions on a secure website operated by their retail or virtual bank, credit union or building society. In today's demanding world, everybody needs instant banking solutions for a better lifestyle. In the current scenario, almost every bank in India has the internet banking facility. Online banking or internet banking made things much easier for the people and saves lot of time. Researches show that impact of Internet banking on cost savings, revenue growth and increased customer satisfaction on Industry is tremendous and can be a potential tool for building a sound strategy. However, it has raised many public policy issues before the banking regulators and government agencies. Interestingly, reliable and systematic information on the scope of Internet banking in Indian context is still not sufficient, particularly what it means to the consumers and the bankers. This study aims at evaluating services quality of online banking in Pune city, one of the fast growing cities of Western India. This paper mainly compares, online banking services of SBI Bank one the leading public sector bank and ICICI bank, a leading private sector bank. A structured questionnaire is administered to various target groups. Researcher mainly wants to investigate the 4 important elements of online banking i.e. Efficiency, Responsiveness, Reliability, and Privacy of customer information. The paper presents the data, drawn from a survey of Internet banking consumers from two leading banks i.e. SBI and ICICI and develops a functional model for maximizing value to the consumers. Data was analysed statistically to investigate the service quality of internet banking. It is found that as ICICI is pioneer bank in India into online banking, it excels into the quality dimensions as compared to SBI bank; however in last few years, SBI came out as a leading public sector bank, providing internet services successfully.

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Publishing India Group

A considerable growth of internet based services hase been observed in the last few years. Managing service quality while using internet as a distribution channel, is the challenge for the service provider. This study aims at evaluating service quality of internet banking services in Anand city from customer's perspective. A structured questionnaire containing 21 quality items is administered to various target groups. In this study, 5 quality dimensions i.e. Responsiveness, Reliability, Efficiency, Privacy of information and Easiness to use are considered. Customers from two leading Banks, one from Public sector (State Bank of India) and one from Private sector (ICICI Bank) were considered for the purpose of study. Data was statistically analyzed to assess overall service quality of Internet Banking.

Dr Alok Kumar Rai

Customer Satisfaction has been a psychological attribute inviting attention of the customers and requiring decipher their contribution in overall business performance. Banking has been no exception to this phenomenon. Many Literatures have found a strong relationship between service quality and customer satisfaction in service sector in general and banking industry in particular. The aim of the study is to investigate the relationship between service quality and customer satisfaction. The study assesses the level of customers' satisfaction and service quality performance of the select banks. Further the study compares the satisfaction and service quality in select public and private sector banks. The study also identifies the area where the banks need to focus. The research design is descriptive as the research is intended to conclude and suggest measures to zero down on the service quality gaps in select public and private sector banks. The result shows a positive relationship between service quality and customer satisfaction. Service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) show wide service quality gaps. The comparative study of public sector banks and private sector banks show superiority of private sector banks over public sector banks in customer satisfaction and performance of service delivery.

Ajeeta purkait

As in so many other industries, banks are striving hard to become increasingly customer-centric in order to survive and grow. Achieving this customer focus requires retaining of existing customers by providing quality services. In the competitive market, every individual is in need of better services. If you fail to provide required service, they will switch over to another bank which provides better quality services. The present paper discusses issues relating to customer services in both the ICICI and SBI Banks. In order to understand the customer perception towards services rendered by both the banks, many attributes such as cooperation & Behavior of staff, ATM services, Basic facilities, cheque collection time etc. were considered. The study reveals that ICICI bank is much ahead of SBI bank in providing quality services to their customers.

Journal ijmr.net.in(UGC Approved)

Banking Industry is a piece of the economy in the world. Today we are placed in the time of globalization around the world. Worldwide acquaintances have acknowledged globalization as their first vital decision. Improvement in technology has encouraged globalization also. E-commerce, e-marketing, e-banking are today’s buzzwords. Banks have transformed them and are offering services through the Internet. Banking institution is indispensable in a modern society. E-banking reduces time, money and efforts so, it is regarded as best practice in today world. Main objective of this research paper is to investigate the modern services quality dimension which affects the customer satisfaction. Sample size of 150 respondents, collected from internet banking users of Jabalpur City, who are using the internet banking services of State Bank of India. An analysis of e-banking services most of the users are like ATM facility, Credit Card facility, fund transfer and bill payment facility. The skills of bank staff should be upgraded continuously through training. Bank must develop various measures for providing satisfaction to the customers for e-banking services. Key words: E-Banking, ATM, Bill Payment, Fund Transfer Introduction- OVERVIEW OF STATE BANK OF INDIA State Bank of India (SBI) is the largest Indian banking and financial services company (by turnover and total assets) with

gunju shrestha

Publisher ijmra.us UGC Approved

Swapnil Chourpagar

Transstellar journal

TJPRC Publication

Banks all over the world have succeeded in promoting the latest services to its customers. Current customers are tempted to do business online. Traditional branch-based retail banking remains the most pervasive technique for conducting banking transactions in India as well as any other country. However, digital technology is rapidly changing the way personal financial services are being designed and delivered. Recent customer account dealings are created to be analytical of electronic services utilize in common. This paper focuses on the use of digital banking and satisfaction by the bank’s customers after demonetization, through an investigation of the factors that influence customer’s acceptance of digital banking services. A sample of 180 respondents was included in the study. An exploratory study of the customers in six banks is conducted to identify the factors which enhance satisfaction with digital banking services with the help of primary data technique called Factor Analysis. Further, the comparison of customers’ satisfaction between the banking sectors towards digital banking is achieved by using unpaired samples t-test. Fulfillment, Achievements, Self-satisfaction, Pride Encouragement, and Delight are the six factors that influence the customers’ satisfaction. Customers’ satisfaction is high in private banks with regard to digital banking than the public sector banks.

Dr. Mohammad Mahtab Alam

Banking plays an important and vital role in the Indian Economy not only in Independent India but since the Vedic period. Remarkable performance has been noticed during the Pre Independence, Post Independence, Post Nationalized period and in the recent times too. The Success and failure of banking sector like any other service sector organization fully depends on the customer satisfaction of the service provided by that sector. The purpose of this study is to find out the satisfaction level of customers with the uses of internet banking services facilities provided by the banks across the state which leads to make more loyal customer and hence loyalty leads to the attracting more customer, expansion of business and increase in net profit. Data were collected with the help of open ended questionnaire in and around Vadodara city. The Snow ball sampling has been used to identify the respondents. The data have been analyzed with the use of Statistical Package for Social Science [SPSS]. The finding of the study shows that there is a significant variation in the level of satisfaction among internet banking users across the state. The overall satisfaction of an Internet banking users totally depends upon Reliability, Responsiveness, Security, Ease of use, Access and Tangible. Study also suggests some necessary steps need to be taken to improve the satisfaction level of customers with the use of Internet banking across the state.

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Review of Literature

• First Online: 22 April 2020

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• Atanu Sengupta 3 &
• Sanjoy De 4  

Part of the book series: India Studies in Business and Economics ((ISBE))

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The literature on bank performance is indeed voluminous. Here we try to give some studies on performance of banks in India which employ both traditional and DEA methods. Again for the studies pertaining to the window DEA-based banking efficiency analysis, we review only the major studies outside the country as window-DEA-based banking efficiency studies are relatively less in India. Analyzing the literature, we find that the bank efficiency in the Indian context generally neglects the structure of the market conditions. This is a serious lacuna since efficiency analysis cannot be performed in void.

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Atanu Sengupta

Economics Department, Shyampur Siddheswari Mahavidyalaya, University of Calcutta, Howrah, West Bengal, India

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Sengupta, A., De, S. (2020). Review of Literature. In: Assessing Performance of Banks in India Fifty Years After Nationalization. India Studies in Business and Economics. Springer, Singapore. https://doi.org/10.1007/978-981-15-4435-4_3

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