REVIEW OF CUSTOMER SATISFACTION TOWARDS E-BANKING IN THE INDIAN BANKING SECTORS

Banking has changed with time in the modern world as the brick-and mortar institutions are not the basis of the banking activities anymore. This has led to consumer satisfaction as there has been enhancement in technology, increase in consumer numbers as well as alternative banking systems. Customer satisfaction has become the key to many banking organizations especially because of the rigid competition. Nowadays, the concept of modern banking is based on services centered on customer and the financial institutions are more focused on retaining their clients by providing a high level of services which leads to customer satisfaction. The introduction of the modern banking with respect to the eradication of the traditional form of banking has created a substantial effect to the determinants of customer satisfaction. This paper examines the influence of e-banking on consumer behavior concerning e-service quality based on the review of the previous research. IT has emerged as a vital component in the banking sector such that banks can improve its service quality and reduce expenditure and increase the level of efficiency. When banks use the internet to provide services, the operational costs get significantly reduced such that faster and reliable banking services are experienced which in most cases enhances customer satisfaction. Also, the e-banking leads to increased customer relationships and competitive benefits. The results of the study will give information on the historic trends of customer satisfaction and also help management of the bank in formulating strategies that would work in the future.