E-Bankings As An Innovation Tool for Measuring Customer Satisfaction in Indian Banks

Abstract

Traditional!J, banks had a close relationship with their customers. Thry eften knew them as individuals, and satisfied their needs through personal customized services. Recent!J, the development of electronic banking ore-banking has influenced the increasing competition within the banking industry. E-banking customers are nowadqysjust "a click awqy"from the competition. In addition, a few years ago, traditional banks started to face new competition with the development of e-banking services. With the popularity of PCs, etJ{)' access to Internet and World Wide Web, banks increasingly use Internet as a channel for receiving instructions and delivering their products and services to satisjj their customers. This farm of banking is general!) referred to as Internet Banking, although the range of products and services effered by different banks vary wide!J both in their content and sophistication.