A study on Service Quality of E-Banking Amenities (With Special Reference to ICICI Bank)

Abstract

Internet has brought a great revolution in lives of human beings; it makes the life simple by providing various facilities which are available just a click away. Internet is used in almost all the electronic services like online ticketing, hotel bookings, bill payment, online shopping etc. Among all these electronic services available on internet, e-banking services are one of the most appealing and important electronic services. The e-banking services have totally changed the life of the bank customers. Banking is now no longer limited to the bank branch where a customer had to wait for a long time in a queue, now banking is available everywhere with the help of e- banking services. Thee-banking services has various advantages but on the other hand it has some threats also like no face to face interaction with a person, fraud in online transactions, processing time, complicated design of websites etc. In such a scenario it is utmost important to analyze the service quality of e-banking services. The purpose of this study is to analyze and discuss the various factors which affect the service quality of e-banking services. In order to fulfil the purpose of the study, one of the highly commercial banks of India, ICICI bank is examined for its e-banking services.