The following information was submitted:
Transactions: WSEAS TRANSACTIONS ON BUSINESS AND ECONOMICS
Transactions ID Number: 53-903
Full Name: Sukanya Kundu
Position: Assistant Professor
Age: ON
Sex: Female
Address: Mody Institute of Technology & Science
Country: INDIA
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E-mail address: sk54015@gmail.com
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Title of the Paper: e-banking process standardisation – an evaluation of customer perception and satisfaction
Authors as they appear in the Paper: Sukanya Kundu, Vishal Vyas, Saroj Kumar Datta
Email addresses of all the authors: sk54015@gmail.com, vishalkvyas@rediffmail.com, dean.fms@mitsuniversity.ac.in
Number of paper pages: 10
Abstract: E-banking initiatives of Indian Public sector banks have started generating awareness among the customers. However the e-banking services and the service process differ from bank to bank. As e-banking is targeting customers irrespective of geographical location, educational background, age of the individual and the income level, this differentiation in service delivery and service delivery process creates confusion among the customers. Therefore, for successful implementation of e-banking a need for standardised service delivery process has been identified. Some selected parameters of standardisation related to ATM and Internet banking services has been taken into consideration to evaluate the situation. Based on the primary data gathered on the perception and satisfaction level of selected Public sector banks on these parameters, it has been found that there exists a gap between the customer perception and satisfaction level. Some dimensions have been found out !
which needs special attention in order to improve the level of customer satisfaction. How the individual parameters in factors are influencing the overall factor has also been identified. Finally, some measures have been suggested for the PSBs on how they should address this problem of process standardization of e-banking. The research paper bears out that if more standardised services are offered through the e-banking delivery channels keeping in mind perception level of the customers then it will not only attract new customers but also will help the PSBs to retain its existing customer.
Keywords: ATM, customer perception, customer satisfaction, Indian PSBs, Internet Banking, process standardisation
EXTENSION of the file: .doc
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