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Authors
Affiliations
1 University of Jammu, Jammu, IN
2 Government Degree College, Samba, Jammu, IN
Source
Abhigyan, Vol 33, No 4 (2016), Pagination: 39-52
Abstract
The development in information technology occasioned by the introduction of telecommunication network and the computer system has introduced major changes in the worldwide economic and business atmosphere in general and in consumer banking in particular. Online banking, also known as e-banking has become the order of the day, resulting in elimination of physical and geographical boundaries and emergence of various automated devices enabling the banking industry to improve the speed, effectiveness, efficiency and quality of service delivery worldwide. It is in this context that the paper analyses and assesses the status of online consumer banking services in State Bank of India (SBI). It is the largest nationalised bank in India adopting 'IT Strategy' as the 'Business Strategy' to provide better customer services in consumer banking. The data for the study was collected from 30 bank managers and 95 online bank customers from Jammu city and analysed by applying various statistical tools such as exploratory factor analysis, confirmatory factor analysis and SEM. The findings of the study reveal that the customers of SBI are satisfied with security and privacy of online transactions as well as with online payment system that enables them to transfer funds and pay bills of different utilities. Managers of SBI find both deposits as well as profits increasing significantly in online banking services. In addition to this, the effectiveness of managers also increased in online operations and they feel very easy and comfortable in doing their banking jobs.
Keywords
Online Banking, Service Quality, Customer Satisfaction, Consumer Banking, Customer Commitment.
