A Study on Customer Satisfaction Towards E-Services with reference to Selected Private Sector Banks in Chennai District

Abstract

In the Banking Industry, it has been in the form of E-Services, which is now replacing the traditional banking practice. E-Service has a lot of benefits which add value to customers‟ satisfaction in terms of better quality of service offerings. EServices can be done both online and offline. Examples of E-Services are viewing of account summary, overdraft details, transactions details, etc through online and deposit account opening, deposit amend/renewal through offline. E-Services are considered important for the reasons of accessing a greater customer base, alternative communication channel to customers and to increase services to customers. It is very convenient and has become a great comfort for busy customers. However the banks are digitalizing their services and providing better E-Services to their customers, there is lack of complete digitalization because of some illiterate customers. It is not possible to educate them all, but it is possible to train them by conducting training sessions. Also the technological facts related to banks and their customers are hacked by some unauthorized persons, but this can be overcome by developing highly protected networks and applications used for E-Services in banking.