Customers’ perspectives regarding e-banking in an emerging economy

Reeti Agarwal, Sanjay Rastogi and Ankit Mehrotra

Journal of Retailing and Consumer Services, 2009, vol. 16, issue 5, 340-351

Abstract: Determining factors affecting customer perception and attitude towards and satisfaction with e-banking is an essential part of a bank's strategy formulation process in an emerging economy like India. To gain this understanding in respect of Indian customers, the study was conducted on respondents taken from the northern part of India. The major findings depict that customers are influenced in their usage of e-banking services by the kind of account they hold, their age and profession, attach highest degree of usefulness to balance enquiry service among e-banking services, consider security & trust most important in affecting their satisfaction level and find slow transaction speed the most frequently faced problem while using e-banking.

Keywords: e-Banking; Indian customers’ perception & satisfaction; Security & trust (search for similar items in EconPapers)
Date: 2009
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Citations: View citations in EconPapers (18)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:16:y:2009:i:5:p:340-351

DOI: 10.1016/j.jretconser.2009.03.002

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