A Survey on Customer Satisfaction and Quality of E-Banking Services – With Special Reference to South Goa
Keywords:
electronic banking, customer services, evolution, facilities, demonetization, satisfactionAbstract
The banks in India and also across the globe have contributed to the evolution of electronic banking as one of the most innovative services. The mutation through the traditional banking initiated by the application of Automatic Teller Machines (ATMs), Electronic Fund Transfer (EFT), direct bill payment etc. With the scope of development in the field of education along with the rising awareness among users, there has been a generation of a revolution in the process of online banking. Customers are voluntarily accepting the application of e-banking services that further allowed them to maintain their accounts at a minimum cost from anywhere at any time. This paper mainly reviews the researchers conducted by various researchers on the evolution of e-banking in India with the significant pros and cons related to it and how the online banking facilities have been affected as well as customer’s satisfaction and quality of e banking services in South Goa. It would also discuss the influencing criterion for online customers satisfaction with the overall service quality of their banks.
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