Abstract: A system allowing individuals to perform banking activities at home, via the internet is online banking. Online banking through traditional banks enable customers to perform all routine transactions, such as account transfers, balance inquiries, bill payments, and stop-payment requests, and some even offer online loan and credit card applications. Account information can be accessed anytime, day or night, and can be done from anywhere. This study aims at evaluating services quality of online banking in Pune city, one of the fast growing cities of Western India. This paper mainly compares, online banking services of SBI Bank one the leading public sector bank and ICICI bank, a leading private sector bank. A structured questionnaire is administered to various target groups. Researcher mainly wants to investigate the 4 important elements of online banking i.e. Efficiency, Responsiveness, Reliability, and Privacy of customer information. The paper presents the data, drawn from a survey of Internet banking consumers from two leading banks i.e. SBI and ICICI and develops a functional model for maximizing value to the consumers. 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: Customer satisfaction, online banking, responsiveness, efficiency, privacy.
Title: Customer Satisfaction of Online Banking A Comparative Study in public sector bank and private sector bank w.r.t. SBI and ICICI in Pune (Chinchwad) City
Author: Mrs. Archana Patil
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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