Customer Satisfaction with e-Banking: A Comparative Study of Public and Private Sector Banks

Poonam Sawant, R V Kulkarni and S D Mundhe

The IUP Journal of Bank Management, 2013, vol. XII, issue 4, 29-44

Abstract: Customer satisfaction is one of the major factors to measure the performance of banks. This paper presents the impact of e-services on customer satisfaction. A comparative study of customer satisfaction level in three major public sector banks (State Bank of India, Bank of Maharashtra and Bank of Baroda) and three major private sector banks (ICICI Bank, HDFC Bank and Federal Bank) is done, with special reference to the problems faced by customers using online services. The paper also examines the relationship between various online facilities, factors affecting the choice of Internet banking and its interplay with customer satisfaction.

Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:icf:icfjbm:v:12:y:2013:i:4:p:29-44

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