IJSTR >> Volume 9 - Issue 4, April 2020 Edition

[Full Text]

AUTHOR(S)

Ajit Bansal, Anurag Tewari, Pranav Aggarwal, Ajay Sharma

KEYWORDS

Client fulfillment, Competitive advantage, Deregulation, Economic development, Financial Improvement, Financial sector, Online banking.

ABSTRACT

For the financial improvement of a nation like India, the banking sector plays a critical role. Banking is the sustenance of an economic system. A reliable and incredible framework for managing an account is a crucial component for business improvement. Managing an account industry nowadays in INDIA is watching an IT insurgency. The usage of the web to keep banking organizations has reorganized the banks. For numerous reasons like need of information; fear calculates, moderate speed & web connectivity issues, etc some of the clients of bankers are not intended to use net banking services. The performance of the banking sector, like any other service sector organization, depends upon the customer contentment of the services. Client fulfillment is a prominent mode to assist banks in maintaining a competitive advantage. The reason for this investigation is to look and scrutinize the components which influence client fulfillment towards net banking. This empirical study examines the various issues encountered by customers in using the net banking services in tricity Chandigarh comprising of Chandigarh, Panchkula and Mohali. In the research under question, data is collected from 100 customers of SBI, PNB, ICICI Bank Ltd, and HDFC Bank Ltd. After applying, the T-test results revealed that maximum customers are satisfied by using Credit Card, ATM, D-Mat A/c, and other net banking services. The study further discovered that respondents of different age groups believe that lack of security, inexperience of visiting the bank, one-way communication and safety are the major threat to internet banking.

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