Customer satisfaction on e-banking;a study with special reference to mayiladuthurai

Swaminathan, J and Ananth, A. (2010): Customer satisfaction on e-banking;a study with special reference to mayiladuthurai. Published in: Share Journal of Multidisciplinary Research and Studies , Vol. 2, No. 1 (January 2011): pp. 42-47.

Abstract

Electronic banking or e-banking is automated delivery of new and traditional banking products and services directly to the customer through electronic communication like computer, ATMs, and internet websites. The customer satisfaction level based on the analysis of data relating to 200 respondents indicates that there is significant correlation between age and occupation with other factors. In the analysis it was observed that particular age group have used these services, the satisfaction of the customer majorly influenced the convenience, awareness, and responsiveness. In the present technology society, most of the banking customer prefer and switch to e-banking facilities. So the banker may improve their services, loyalty to customers and their retention by increasing awareness of other age groups and concentrating on the factors contributing customer satisfaction.

• Item Type: MPRA Paper
• Language: English
• Keywords: Customer satisfaction; Efficiency; Privacy of Information; Services
• Subjects: G - Financial Economics > G2 - Financial Institutions and Services

References

Hamlet(2000) “Community Banks go Online,” American Bankers Association. ABA Banking Journal, Vol. 92,No. 3, pp 61-65 Journal of the Association for Information Systems,(2000) Vol. 1, pp. 1-42

Karjaluoto et al(2002), “Factors Underlying Attitude Formation towards Online Banking in Finland”, The International Journal of Bank Marketing, Vol. 20, No. 6, pp. 261-272

Lassar et al(2005), “The Relationship between Consumer Innovativeness, Personal Characteristics, and Online Banking Adoption,” International Journal of Bank Marketing, Vol. 23, No. 2, pp. 176-199

Martin(1998),”Goodbye to Bankers’ Hours”, Management Review, Vol. 87, No. 1, pp. 33-37

McGann(2005), “Online Banking Increased 47 Percent Since 2005”, article.php/3481976, September 23, 2005

Mukherjee and Nath, “A Model of Trust in Online Relationship Banking”,Pikkariaen et al. (2004), “Consumer Acceptance of Online Banking: an Extension of the Technology Acceptance Model,” Internet Research, Vol. 14, No. 3, pp. 224-235

Rotchanakitumnuai and Speece (2004), “Corporate Customer Perspectives on Business Value of Thai Internet Banking”, Journal of Electronic Commerce Research, Vol. 5, No. 4, pp. 270-286

Tan and Teo(2003), “Factors Influencing the Adoption of Internet Banking,” The International Journal of Bank Marketing, Vol. 21, No. 1, pp. 5-15.