A study on “E-Banking Usage and customer Satisfaction” With reference to Commercial banks in Himachal Pradesh

Abstract

Due to large population as well as rising income of the population, there are a significant number of users of internet in Himachal Pradesh, which shows the possibilities of E-Banking in Himachal Pradesh. E-Banking provides the delivery of banking products and services through the electronic medium such as the internet, the cell phone, the telephone etc. The concept and its scope are still evolving. E-Banking facilitates an accounting and payment system thereby enhancing the speed of delivery of banking services considerably. Several initiatives have been taken by government of India as well as RBI (Reserve Bank of India) has facilitated the development of E-Banking in India. The Government of India enacted the IT Act, 2000, which provide the legal recognition to electronic transactions and other means of electronic commerce. The RBI issued guideline on the risk and the control in the computer and telecommunication system to all banks, advising them to evaluate the risk involved in the system and put in adequate control mechanisms to address these risks. The purpose of this paper is to know the preferences and reasons for choosing E-banking service and know about overall customer satisfaction levels by using E-banking products and services.