171-187

• Kundu, Sukanya
• Dutta, Saroj Kumar
• Vyas, Vishal

E-banking initiatives of Indian Public sector banks have started generating awareness among the customers. However the e-banking services and the service process differ from bank to bank. Through electronic delivery channel banks are targeting customers from all of geographical location, educational background, age of the individual and the income level. The differentiation in service delivery process creates confusion among the customers especially when the customers are from varied background. Some selected parameters of standardisation related to ATM and Internet banking services has been taken into consideration. Based on the primary data gathered on the perception and satisfaction level of customers of some selected Public sector banks on these parameters, it has been found that there exists a gap between the customer perception and satisfaction level. Going into further analysis, some essential factors have been identified which affects the perception and satisfaction level of the customers of Indian PSBs. How the individual parameters in factors are influencing the overall factor has also been identified. Three factors of perception and four factors of satisfaction have been identified from the research that has equal weight in their respective area. Finally, some measures have been suggested for the PSBs on how they should address this problem of process standardization of e-banking. The research paper bears out that if more standardised services are offered through the e-banking delivery channels keeping in mind perception level of the customers then it will not only attract new customers but also will help the PSBs to retain its existing customer.

• Economics and Business

• Management

process standardisation, Internet banking, customer satisfaction, customer perception, service quality

Περιέχει πίνακες, διαγράμματα και βιβλιογραφία

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