E-Banking And Customers' Satisfaction In Public And Private Sector Banks In Karnataka: An Empirical Analysis

Abstract

E-banking implies provision of banking products and services through electronic delivery channels. Today things are changing very fast and it is very high time for each bank to understand the expectations of the customers. Customer satisfaction and service quality are inter-related.  Aims of the study are to examine how service quality of internet banking influence on customer satisfaction of Indian Overseas bank, Canara bank, Panjab national bank, ICICI and HDFC banks. An exploratory survey was conducted to investigate the impact of internet banking services quality on customer satisfaction in Karnataka Region.  Convenience sampling was used and various kinds of internet banking customers were approached various parts of Karnataka. Data collected from a sample of 192 internet banking customers from Bangalore, Mysore, Mangalore, Hubli and Ballari. The results implicated that the internet banking service quality on all the dimensions have significant impact on the customer satisfaction of internet banking customers. Each of the dimensions namely efficiency, system availability, fulfillment, privacy, contact, responsiveness and contact are contribute 71% to the overall customer satisfaction in internet banking in Public and Private banks.