Kfc V/S Mcd Essay

3964 words - 16 pages

International Journal of Techno-Management Research, Vol. 01, Issue 01, June 2013 ISSN: 2321-3744

Customer Satisfaction of Online Banking in SBI and ICICI-A Comparative Study in Pune City
Dr. Priya Anand Irabatti Professor, Bharati Vidyapeeth Deemed University, Pune

Abstract Online banking (or Internet banking) allows customers to conduct financial transactions on a secure website operated by their retail or virtual bank, credit union or building society. In today's demanding world, everybody needs instant banking solutions for a better lifestyle. In the current scenario, almost every bank in India has the internet banking facility. Online banking or internet banking made things much ...view middle of the document...

Data was analysed statistically to investigate the service quality of internet banking. It is found that as ICICI is pioneer bank in India into online banking, it excels into the quality dimensions as compared to SBI bank; however in last few years, SBI came out as a leading public sector bank, providing internet services successfully. Keywords: online banking, customer satisfaction, service quality, responsiveness, reliability, security.

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International Journal of Techno-Management Research, Vol. 01, Issue 01, June 2013 ISSN: 2321-3744

Introduction In the last few decades, information technologies have changed the banking industry and have provided a way for the banks to offer differentiated products and services to their customers. The advent of technology made the banks to change the nature of financial services offered to its customers. For instance, automated teller machines (ATM) displaced cashier tellers, telephone represented by the call centers replaced the branch banking, the internet replaced mail, credit cards and electronic cash replaced bank transactions etc. Online-banking means any user with a personal computer and a browser can get connected to his bank’s website to perform any of the virtual banking functions. In online banking system the bank has a centralized database that is web-enabled. All the services that the bank has permitted on the internet are displayed in menu. Any service can be selected and further interaction is dictated by the nature of service. The traditional branch model of bank is now giving place to an alternative delivery channels with ATM network. Once the branch offices of bank are interconnected through terrestrial or satellite links, there would be no physical identity for any branch. It would a borderless entity permitting anytime, anywhere and anyhow banking. Advantage of Internet Banking As per the Internet and Mobile Association of India's report on online banking 2006, there are many advantages of online banking. It is convenient, it isn't bound by operational timings, there are no geographical barriers and the services can be offered at a miniscule cost. Through Internet banking, we can check our banking transactions at any time of the day, and as many times as we want to. We also get quarterly statements from the bank. If the fund transfer has to be made outstation, where the bank does not have a branch, the bank would demand outstation charges. Whereas with the help of online banking, it will be absolutely free for us. Thus the advantages of internet banking can be listed as follows:The customer can access his account anytime and from any part of the world, Attracts new customers Facilitate the offering of more services No monthly payments are required for availing this service,

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International Journal of Techno-Management Research, Vol. 01, Issue 01, June 2013 ISSN: 2321-3744

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