Satisfaction level of Internet-Banking: A Comparison Study of Public and Private Sector Banks in India

Abstract

Banking is an industry that is based on intensive information, and transactions in banking can normally be consummated without any physical exchange. These ingredients have made perfect passenger for the internet vehicle. The penetration of internet in the E-banking has further taken the banking services to the new heights as the electronic devices get connected globally to share the information such as text, graphics, voice video and computer programme. Internet banking or web banking allows the banking transactions that are performed by a secured internet application. Through internet banking services, one can pay bills, transfer funds and check transactions any time of the day 24×7. In the present paper sample of 156 customers of one public sector and one private sector bank in Chandigarh (India) on the basis of quota sampling technique was taken to draw the responses to compare level of satisfaction among customers regarding internet banking in selected public sector and private sector banks. The decisive finding of this research was significant positive relationship between service quality and customer satisfaction in delivering E-services in both private and public sector banks.