(A Quarterly Review of Development and Management Trends)
A National Journal Indexed in the UGC-CARE List
An Empirical Study of Customer Satisfaction towards E-Banking Services in Delhi, India
Sana Parveen,1 Varah Saghir2 & Sana Beg3
1Ph.D Research Scholar, School of Management and Business Studies, Jamia Hamdard, Hamdard Nagar, New Delhi, India, Email: Sanaparveen_sch@jamiahamdard.ac.in
2Assistant Professor, (School of Management and Business Studies, Jamia Hamdard, Hamdard Nagar, New Delhi, India
3Associate Professor, Head of the Department, (School of Management and Business Studies, Jamia Hamdard, Hamdard Nagar, New Delhi, India, Email: sbeg@jamiahamdard.ac.in
ABSTRACT:
For Gen Next banking, digital solutions are required. There has been a surge in tech-enabled digital payments, marking a shift in the operations of banks vis-àvis technology and customer behavioural patterns. The last two years have witnessed a significant rise in digital transactions in India, from 40 billion in 2020 to 87 billion in 2021 (Eriksson, 2021). Given the increasing preference for contactless banking, banks need to understand their customers better. The present study is an attempt to gauge customer perceptions of e-banking services. The study uses the following variables to find out the relationship between the age of the customers: user interface, content, communication, responsiveness, customer support services, data protection, and recommendation of banks to others. A sample of 200 customer respondents has been selected for the study. The findings indicate that the banking industry’s current framework needs to find secure solutions to reduce online crimes and e-banking frauds. It is recommended to develop a customized user interface for e-banking applications, enforce cyber laws and regulations to curb e-banking fraud, and assist customers by setting up an in-house cyber redressal cell.
Keywords: E-banking, Technology, Digital financial services, Customer satisfaction
DOI:
FULL TEXT:
REFERENCES:
Chaimaa, B., Najib, E., & Rachid, H. (2021). E-banking Overview: Concepts, Challenges and Solutions. Wireless Personal Communications, 117(2), 1059-1078.
Chakraborty, D. (2015). E-Banking: Challenges and development in India. Asian Journal of Management, 6(1), 53-60.
Dubey, R., Gunasekaran, A., Childe, S. J., Blome, C., & Papadopoulos, T. (2019). Big data and predictive analytics and manufacturing performance: integrating institutional theory, resource‐based view and big data culture. British Journal of Management, 30(2), 341-361.
Eriksson, U. (2021). Digital financial inclusion in the times of Covid-19. Retrieved from https://responsiblefinanceforum.org/digital-financial-inclusion-times-covid-19/
Granić, A., & Marangunić, N. (2019). Technology acceptance model in educational context: A systematic literature review. British Journal of Educational Technology, 50(5), 2572-2593.
Gupta, A., & Student, F. Y. (2006). Data protection in consumer E-banking. Journal of Internet Banking and Commerce, 11(1).
Guterres, A. (2021). Digital economy report 2021. Retrieved from https://unctad.org/webflyer/digital-economy-report-2021
Ketterer, J. A. (2017). Digital finance: New times, new challenges, new opportunities. IDB-Inter American Development Bank.
Khandelwal, S. (2013). E-banking: Factors of adoption in India. Journal Impact Factor, 4(2), 01-08.
Mhlanga, D. (2020). Industry 4.0 in finance: the impact of artificial intelligence (ai) on digital financial inclusion. International Journal of Financial Studies, 8(3), 45.
Narware, D. P. (2016). E-banking–challenges & policy implications. International Journal of Enterprise Computing and Business Systems, 6(2), 01-09.
Nitsure, R. R. (2003). E-banking: Challenges and opportunities. Economic and Political Weekly, 5377-5381.
Rajput, B. (2020). Legal framework for cyber economic crimes: A review. Cyber Economic Crime in India, 145-169.
Rao, M., Andani, P., & Singh, S. (2022). Perception Towards problems and prospects of e-banking. International Journal of Research in Engineering, Science and Management, 5(3), 60-62.
Roy, S. K., Balaji, M. S., Kesharwani, A., & Sekhon, H. (2017). Predicting internet banking adoption in India: A perceived risk perspective. Journal of Strategic Marketing, 25(5-6), 418-438.
Sardana, V., & Singhania, S. (2018). Digital technology in the realm of banking: A review of literature. International Journal of Research in Finance and Management, 1(2), 28-32.
Sazonova, E. (2021). Has digital finance softened the impact of Covid-19? MyITU. Retrieved from https://www.itu.int/en/myitu/News/2021/07/21/14/14/COVID-19-digital-financial-inclusion-FIGI
Schrepp, M. (2003). A method for the analysis of hierarchical dependencies between items of a questionnaire. Methods of Psychological Research Online, 19, 43-79.
Scott, W. R. (2005). Institutional theory: Contributing to a theoretical research program. Great minds in management: The process of theory development, 37(2), 460-484.
Shankar, A., & Rishi, B. (2020). Convenience matter in mobile banking adoption intention? Australasian Marketing Journal (AMJ), 28(4), 273-285.
Singh, S., & Srivastava, R. K. (2020). Understanding the intention to use mobile banking by existing online banking customers: An empirical study. Journal of Financial Services Marketing, 25(3), 86-96.