QUALITY OF ONLINE BANKING SERVICES IN SCHEDULED COMMERCIAL BANKS – A STUDY IN CHIKAMAGALURU DISTRICT
Journal: Malaysian E Commerce Journal (MECJ)
Author: Dr. Rajith Kumar H.B.
This is an open access article distributed under the Creative Commons Attribution License CC BY 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited
The Online banking services plays significant role in carrying out ever increasing financial transactions of the country. The needs and wants of people have been raising with the creation of new policies by government. The financial inclusion has given a chance to connect all the stakeholders of the country in one large financial network which enables to provide uniform and reliable services with equity. All these policies have made the banks to adopt to technology for large scale delivery of services. The adoption of technology has to be scrutinized for knowing the effectiveness delivery of the services. The current research paper operates with the objectives of examining the satisfaction level of bank customers towards digital banking services and assesses effectiveness of service delivery mechanism of banks in the study area. The methodology of the study explains its empirical in nature based on the observational replies from the bank customers. The study has been conducted based on primary data using structured interview schedule with 230 samples. The study has adopted non-probability sampling of judgement sampling for selection of customers. The study based on analysis found that the satisfaction levels of bank customers are on the factors of Customer friendliness, Innovative Services and Time Saving Practices. There is exclusive model developed using the structural equation modeling to assess effectiveness of service delivery mechanism in commercial banks. The study concluded on the note that adoption towards the model will make the banks reduce the errors and improvise delivery of digital banking services.