Transformation in Banks in a Highly Competitive E-Age Through E-Services - An Empirical Study

The present study highlights the customer perceptions regarding e-banking services. The survey of 1200 respondents was conducted in October 2008 in the Ludhiana district of Punjab. The respondents were equally divided among three bank groups namely, Public Sector, Private Sector and Foreign Banks. The present study investigates thoroughly the perceptions of the bank customers regarding necessity of e-banking services, quality of e-banking services, bank frauds, future of e-banking, preference of bank customers regarding banks, comparative study of banking services in various bank groups, preferences regarding use of e-channels and problems faced by e-bank customers. The major findings of this study is that customers of all the bank groups are interested in e-banking services, but at the same time, they are facing many problems regarding e-banking services like inadequate knowledge, poor network, lack of infrastructure, unsuitable location, misuse of ATM cards and difficulty to open an account. Keeping in mind these problems faced by bank customers, the present paper frames some strategies like customer education, seminars/meetings, proper network & infrastructure facilities, online shopping facilities, proper working and installation of ATM machines, etc. to enhance the e-banking services.