ISSN (Print): 2395-1737

International Journal of Academic Research & Development

Published by Bharti Publications, Established-2015
Research

E-Banking Scenario and its Impact on Customers’ Satisfaction in India

Dr. R.S. Mishra*

* Corresponding author

Abstract

The present study aims to examine the progress of ebanking scenario concerned with ATMs, Internet banking, Mobile banking and Credit cards and their impact on customers’ satisfaction by analyzing the problems faced by the customers in India. The analysis shows that among all the e-banking products, Customer Satisfaction Level (CSL) of ATMs is highest and the number of users of ATMs is also highest as compared to other services. Internet banking and credit cards are at second and third position as far as CSL is concerned, but the number of users is more in case of credit cards as compared to Internet banking. Mobile banking is at the lowest position in terms of CSL and also in number of users.

Keywords: E-banking, ATMs, Internet banking, Credit cards, Mobile banking, Customers’ satisfaction level

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