An Analysis on The Customers’ Satisfaction on E-Banking and Services: A Case Study of Selected Commercial Banks in Coimbatore City

Abstract

With the growth of the economy, the service sector, more specifically the banking industry has been gaining movement in the past two decades. The increasing competition has resulted in the need for increased customer services through the use of new technologies of service. The customers are also gaining knowledge on the service provision by various banks. We evaluate the quality of services provided by the banks before becoming the customer of the bank. It is the level of satisfaction of the customers that determines the progress of a banking institution. Out of a total of 26 public sector banks, 21 private sector banks in Coimbatore city, 4 public sector banks and 5 private sector banks were selected randomly. Since the State Bank of India constitutes a major bank as it accounts for 21 per cent of the total market share, it was selected compulsorily. Hence, the sample banks include totally 5 public sector banks and 5 private sector banks. From the literature 23 service and technology related variables were identified which were broadly categorized under five broad dimensions which include: (1) tangibility, (2) reliability, (3) responsiveness, (4) security, 5) technology and (6) accessibility. These dimensions include the functional quality dimensions, outcome quality dimensions and the technology related dimensions. Hence, anunderstanding of the customers’ perceived and desired level of service quality by the banks becomes essential. In the present piece of research it is attempted to examine the service quality (SERVQUAL) of the selected public and private sector banks in the city of Coimbatore.