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INTERNET BANKING SERVICES AND CUSTOMER SATISFACTION : A CASE OF JABAPLUR CITY

    1 Author(s):  DR. BEENA FERNANDEZ

Vol -  8, Issue- 2 ,         Page(s) : 88 - 95  (2017 ) DOI : https://doi.org/10.32804/IRJMSH

Abstract

The need for Information Technology in today’s organizations is inevitable. The Indian banking industry has also upgraded itself to be at par with the other sectors. Banks operate in a highly globalized, liberalized, privatized and a competitive environment. Their success and survival depends on the use of IT to a large extent. IT has introduced new business paragon. The Indian banking industry has witnessed a series of tremendous development due to the extensive changes taking place Information Technology. Electronic banking is one of the outcomes of ever modifying IT. Modern technology is a mixed blessing in the form of increased risk, the level of confidence reposed by the consumers and the problem of blending it with the physical system (Hawke, 2001). Banks are facing the challenge of increasing penetration, high growth trajectory and earning customer loyalty. Qureshi et al (2008) observed the shift in banking operations towards internet banking and noted that many banks have shifted from the traditional arm chair banking to on line banking system, where customers can use self service channels such as automated teller machines (ATM) and internet to satisfy their financial needs. The main reason for this dramatic shift has been its perceived usefulness in terms of ease of transaction, security and privacy provided by online banking.

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