Impact of Internet Banking on Customer Satisfaction in Private and Public Sector Banks

Srivastav, Garima; Mittal, Arun

doi:10.17010/ijom/2016/v46/i2/87252

Cited by 8 publications

(8 citation statements)

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“…The study also demonstrated that E-banking utilization was associated with customer satisfaction. This is in agreement with findings of Addai et al (2015), Srivastav and Mittal, (2016); Ismail and Alawamleh (2017) who demonstrated that e-banking services was associated with increased customers satisfaction with banking services.…”

Section: Discussionsupporting

confidence: 92%

“…Addai et al (2015) survey study demonstrated a positive association between customer satisfaction and e-banking availability, reliability and convenience. Srivastav and Mittal (2016) investigated positive and negative variables influencing customers' satisfaction with Internet banking. They found that trust and service quality was associated with internet banking services and adoption.…”

Section: Literature Reviewmentioning

confidence: 99%

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E-banking services impact and customer satisfaction in selected bank branches in Ibadan metropolis, Oyo state, Nigeria

Asiyanbi¹,

Ishola²

2018

10.5267/j.ac

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This study perused the impact of E-banking services on customer satisfaction of selected bank customers in bank branches located in Challenge, Dugbe, Agbeni, Gbagi, Ojoo, and Secretariat districts in Ibadan metropolis. The study employed a cross-sectional survey design and convenience sampling technique. One hundred (100) bank customers were surveyed through a self-report questionnaire. Four research questions and two hypotheses were tested using Pearson correlation analysis and, t-test for independence at p≤ 0.05. The results revealed high utilization of electronic banking products (ATM (98%), internet banking (85%), electronic transfer (97%). Constraints experienced include internet network failure, bank fraud and business loss due to failed e-transactions. Customers were satisfied with e-banking due to its cashless nature, cash accessibility, saves time from bank visitation and seamless transactions. The study exhibited that customers used and were glad with e-banking products. Customers' segmentation and more investment in e-banking infrastructure were advised for promoting electronic banking services. .

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Section: Discussionsupporting

confidence: 92%

Section: Literature Reviewmentioning

confidence: 99%

E-banking services impact and customer satisfaction in selected bank branches in Ibadan metropolis, Oyo state, Nigeria

Asiyanbi¹,

Ishola²

2018

10.5267/j.ac

View full text Add to dashboard Cite

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“…Public sector banks can gain from investing in technology to raise the calibre of their services, while both sectors can concentrate on responsiveness, dependability, and website layout to raise customer happiness. According to Srivastav and Mittal (2016), the implementation of "Internet banking" has helped banks in both the "Public and private sectors" to raise consumer delight levels. Private sector banks, on the other hand, have been shown to be more successful and efficient in offering internet-based banking services, which has helped explain their higher levels of customer delight public sector banks, on the other hand, are trailing behind in terms of the use of online banking and the caliber of their services.…”

Section: Literature Reviewmentioning

confidence: 99%

Customer Satisfaction for Retail Banking Services in India: A Comparative Study of Private and Public Sector Banks

2023

Journal of Informatics Education and Research

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Any successful business depends on its ability to keep customers happy, and this is certainly true of India's banking sector. An important area of Indian banking is retail banking, which provides financial services to private citizens and small enterprises. Banks in both the public and commercial sectors are vying to offer their customers the best services possible as a result of the intensifying market rivalry. Customers now demand more from businesses and anticipate seamless, convenient banking experiences because of the growth of digital banking and mobile payments. Indian banks, both public and private, are particularly focused on ensuring customer satisfaction for their retail banking services.Customers' preferences for online banking services have changed significantly in recent years, marking a substantial shift in consumer behaviour. Customers still place a high value on the usefulness of in-branch banking services and the high standard of customer care offered by bank employees. For this reason, banks must concentrate on offering a seamless and integrated multichannel experience that fulfills customer expectations.

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“…Another problem is ensuring that all clients, regardless of their degree of technology proficiency or availability to digital devices, have access to e-banking services. To make e-banking accessible to all users, banks must engage in training programmes and user-friendly interfaces (Srivastav and Mittal, 2016).…”

Section: Literature Reviewmentioning

confidence: 99%

Role of E-Banking on Banks Performance: A Quantitative Investigation of Bank Executives

2023

European Economic Letters

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With the broad deployment of e-banking technology, there has been a rising interest in determining how it affects bank performance. The purpose of this research is to investigate the link between e-banking and bank performance from the perspective of bank executives. A quantitative study approach was used. According to the findings, e-banking improves banks' financial performance, operational efficiency, customer satisfaction, and competitive advantage. Additionally, the study discovered that the level of e-banking adoption differs between institutions, which might be attributed to variables such as organisational culture, infrastructure, and regulatory environment. These findings have important consequences for banks' strategic planning and investment decisions, as well as for politicians and regulators driving the banking industry's future.

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Impact of Internet Banking on Customer Satisfaction in Private and Public Sector Banks

Cited by 8 publications

References 0 publications

E-banking services impact and customer satisfaction in selected bank branches in Ibadan metropolis, Oyo state, Nigeria

E-banking services impact and customer satisfaction in selected bank branches in Ibadan metropolis, Oyo state, Nigeria

Customer Satisfaction for Retail Banking Services in India: A Comparative Study of Private and Public Sector Banks

Role of E-Banking on Banks Performance: A Quantitative Investigation of Bank Executives

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