BUSINESS IMPACT OF E-BANKING ON CUSTOMER SERVICE IN BANGALORE CITY
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Date
2009-07-10
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University of Agricultural Sciences GKVK, Bangalore
Abstract
The study was taken up with the major objective of measuring the impact
of E-banking on non E-banking service, analyzing benefits of E-banking for
bankers and customers and to document the constraints faced by the customers and
bank. Primary data was collected from customers of four different banks (SBI,
Canara Bank, ICICI Bank and Syndicate Bank) and also bankers of the same bank.
Information on number of customers using E-banking and non E-banking in year
2000 and year 2008 was used to measure the impact of E-banking on non Ebanking
services, further information on ranking of benefits from both bankers and
customers was used to analyze the benefits of E-banking for bankers and
customers and documented the constraints faced by the customers and banks in Ebanking.
There was significant impact of E-banking on non -E-banking services
and are directly proportional to each other. E-banking is highly beneficial for
customers because of its all time banking facility, ease of use, time saving and
convenience. It is also beneficial to banks as it reduces the operating costs thus can
maximize profit, banks have more competitive advantage due to increase in
customer satisfaction. With regard to the constraints for customers fraud is the
major one followed by more transaction fee, not enough money in ATMs, long
queue in front of ATMs and security threat at the time of with drawl of money.
For bank, the major constraints documented are money delivery mechanism, low
customer base, default rate whereas start-up costs and theft of personal identity is
no more big constraints. Practical utility is that banks can expand and popularize
E-banking services to reduce the operational cost and increase efficiency of the
banks and banking via mobile phones has to be established for better customer
service.
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