A Study of Bank Customer’s Reliability towards Electronic Banking (E-Banking) Channel’s!
Keywords:
ATM, Electronic Banking (E-Banking), Electronic Statement (E-Statement), Information Technology, Mobile Banking, Online Banking, Tele (phone) BankingAbstract
“In the increasingly competitive world of retail banking, organizations must establish a presence that sets them apart from the crowd. Low cost, convenience, broad product lines, and customer service, to name a few, are the perfect ingredients to segment the banking industry.”
(Booz, Allen & Hamilton)
Electronic banking is thriving in India as bank account holders click their mouse, press telephone keys, slide cards, access e-mails and mobile phones to conduct their banking. These e-channels are the sets of powerful tools which allow banking customers to conduct financial transactions, working from their home, office or elsewhere. In other words, Technology Enabled Banking Channels (TEBS) has transformed the banking industry into an anytime, anywhere, fast, and customized service offering and at the same time has changed the way banks service their customers. As technology continues to redefine how customers interact with their respective banks, the present paper highlights the findings pertaining to customer reliability of individual electronic banking channels viz ATM services, Mobile Banking services, Online Banking services, Telephone Banking services and Electronic Statement. The comparison of reliability across the bank groups (i.e. their most preferred bank) is analyzed. The study firmly believes that reliability (of these channels) is the most crucial factor and has significant effect on customers towards the adoption of e-banking services.
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