executive summary of e banking-

8/10/2019 Executive Summary of e Banking-

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A STUDY ON PERCEPTION OF CUSTOMERS ON E-BANKING

Introduction:

The paper aims to study the impact of e- banking on customers; the paper also examines the

various dimensions/criterias that reflect the success of e- banking. In todays scenario e banking

plays a vital role as there is paramount importance given to the technology.

There is great emphasis/importance to e banking because it has huge potential market to cover,

hich gives convenience, time and cost saving. The study on e banking emphasi!es on the

benefits a customer is getting " also the hurdles a company is faced hile rendering the services.

The secondary study aims to provide a better understanding of ho online banking services

ork. It gives insight about the products and services that are covered under the #-banking.

The purpose is achieved ith the help of secondary data and the research conducted by

researcher institutes and research scholars. It focuses on attributes/dimensions to be considered

for a better e banking services. It involves various attribute like transparency in transactions,

trust, and reliability.

$ata as collected from the research article already made on e banking. It comprises observationand interaction ith the ebsites, focusing on feedback from the customers using the banking

ebsites. The findings shoed that the main benefits included loer costs, efficiency and time

saving; safer mode of payment .%rom the findings it has been advised that, banking industry

should have clear and brief information of e banking products and services in order to build trust

ith the customer.

BACKGROUND

#lectronic commerce -commerce' is simply referred to buying and selling using the Internet;

people immediately think of consumer retail purchases from companies such as (ma!on.

)oever, e-commerce involves much more than electronically mediated financial transactions

beteen organi!ations and customers. *any commentators no refer to e-commerce as both

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financial and informational electronically mediated transactions beteen an organi!ation and any

third-party it deals ith.

#-+anking may include (T*s, ire transfers, telephone banking, electronic funds transfers and

debit cards. The Internet offers the potential for safe, convenient ne ays to shop for financial

services and conduct banking business, any day, any time. )oever, safe banking online

involves making good choicesdecisions that ill help you avoid costly surprises or even scams.

In akistan e-+anking has started taking.

Onin! B"n#in$ S!r%ic!&: #-commerce task force has been formulated and the +anks have

expanded their online branch netorks. In the past - years +anks have also launched Internet

+anking and the internet banking is no improving ith more sophistication and services for

corporate banking customers.

The system that enables financial institution customers, individuals or businesses, to access

accounts, transact business, or obtain information on financial products and services through a

public or private netork, including the internet.

'i&tor( o) ! *"n#in$01ay back to 2345s the concept of e banking as originated, later in

India it became famous after the 2335s ne economic policy. The term online became popularin the late45s and referred to the use of a terminal, keyboard and T6 &or monitor' to access the

banking system using a phone line.

7nline banking or internet banking allos customers to conduct financial transactions on a

secure ebsite operated by their retail or virtual bank, credit union or building society. #-

+anking may include (T*s, ire transfers, telephone banking, electronic funds transfers and

debit cards. The Internet offers the potential for safe, convenient ne ays to shop for financial

services and conduct banking business, any day, any time. )oever, safe banking online

involves making good choicesdecisions that ill help you avoid costly surprises or even scams.

E-B"n#in$

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$elivery of banks services to a customer at his office or home by using electronic technology

can be termed as e-banking. The 8uality, range and price of these e-services decide a banks

competitive position in the industry. The virtual financial services can be largely categori!ed as

follos0

Auto+"t!d T!!r M"c,in!&:

- 9ash ithdraals

- $etails of most recent balance of account

- *ini-statement

- :tatement ordering facility

- $eposit facility

- ayments to third parties

EFTPoS: #%To: card used to initiate transactions0

- (uthori!ation and transaction capture processes take place electronically.

- Transaction confirmed manually.

- %unds not debited electronically.

R!+ot! B"n#in$ S!r%ic!&:

- +alance en8uiry

- :tatement ordering

- %unds transfer &payment' to third parties- %unds transfer beteen customers different accounts

- 7rder travelers che8ues and other financial instruments.

S!r%ic!& Not A%"i"*! T,rou$, R!+ot! B"n#in$:

- 9ash ithdraal

- 9ash deposit

- :ale of the more complex types of financial services such as life insurance mortgages and

&pensions'.

S+"rt C"rd&:

&i' :tored value cards

&ii' (s a replacement for all types of magnetic stripes cards like (T* 9ards, $ebit/9redit 9ards,

9harge 9ards etc.

- 7ne smart card to carry out all these functions

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- 7ne smart card can contain the functionality of several different types of cards issued by

different banks hile running different types of netorks.

- :mart card a truly poerful financial token, giving user access

- :T*

- $ebit facility

- 9harge facilities

- 9redit facilities

- #lectronic purse facilities at national and international level.

"riou& ."(& to o))!r Int!rn!t *"n#in$: %irst, an existing bank ith physical offices

can establish a eb site and offer Internet banking in addition to its traditional delivery channels.

:econd, a bank may be established as a branchless, Internet only or virtual bank. +roadly thelevels of banking services offered through Internet can be categori!ed in three types0

&i' The +asic evel :ervices use the banks ebsites hich provides information on different

products and services offered to customers and members of public in general. It may receive and

reply to customers 8ueries through e-mail.

&ii' In the next level are :imple Transactional 1ebsites hich allo customers to submit their

instructions, applications for different services, 8ueries on their account balances, etc, but do not

permit any fund-based transactions on their accounts.

&iii' The third level of Internet banking services are offered by %ully Transactional 1ebsites

hich allo the customers to operate on their accounts for transfer of funds, payment of different

bills, subscribing to other products of the bank and to transact purchase and sale of securities,

etc. *ost of the banks providing Internet banking product and services offer, to a large extent, an

identical and standard package of banking services and transactional capabilities &


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2. It removes the traditional geographical barriers as it could reach out to customers of different

countries / legal =urisdiction. This has raised the 8uestion of =urisdiction of la / supervisory

system, to hich such transactions should be sub=ected.

. It has added a ne dimension to different kinds of risks traditionally associated ith banking,

heightening some of them and throing ne risk control challenges.

. :ecurity of banking transactions, validity of electronic contract, customers privacy,

etc., hich have all along been concerns of both bankers and supervisors have assumed different

dimensions given that Internet is a public domain, not sub=ect to control by any single authority

or group of users.

>. It poses a strategic risk of loss of business to those banks, ho do not respond in time, to this

ne technology, being the efficient and cost effective delivery mechanism of banking services.

?. ( ne form of competition has emerged both from the existing players and ne layers of the

market ho are not strictly banks.

INDIAN SCENARIO:

Internet banking, both as a medium of delivery of banking services and as a strategic tool for

business development, has gained ide acceptance internationally and is fast catching up in India

ith more and more banks entering the nation. India can be said to be on the threshold of a ma=or

banking revolution ith net banking having already been unveiled. *ost of banks including

public sector undertaking are offering the e banking services and products.


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accounts from anyhere in the orld by using a home computer ith Internet connection, is

particularly fascinating to Con-


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In the recent years there has been explosion of Internet based electronic banking applications. It

has been stated that the emergence of ne forms of technology has created highly competitive

market conditions for bank providers. )oever, the changed market conditions demand for

banks to better understanding of consumers needs.

The concept of electronic banking has been defined in many ays. #lectronic banking as the

delivery of banks information and services by banks to customers via different delivery

platforms that can be used ith different terminal devices such as a personal computer and a

mobile phone ith broser or desktop softare, telephone or digital television. #lectronic

banking also commonly knon as internet banking or e-banking. Internet +anking, defined as

FFthe delivery of banking services through the open-access computer netork &the internet'

directly to customers home or private address. India has experienced phenomenal groth in

recent years. In many ays, e-banking is not unlike traditional payment, in8uiry, and information

processing system, differing only in that it utili!es a different delivery channel. (ny decision to

adopt e-banking is normally influenced by a number of factors. There have been a lot of

dimensions here the service 8uality of e banking is measured. :ecurity, transaction accuracy,

user friendliness, and netork speed are the critical factors for success in Internet banking.

S!curit( "nd Pri%"c(:Co days uptake of #9 applications in the banking industry is veryslo only because of security and data confidentiality issues have been a ma=or barrier. :ecurity

and privacy are one of the most challenging problems faced by customers ho ish to trade in

the ecommerce orld. :ecurity in the form of keeping customer safe from an invasion of their

privacy, affects trust and satisfaction. If company ish to maintain customer trust, they need to

keep their promises regarding security and privacy. :ince security is closely related to trust,

violations of security norms may backfire in terms of losing customers and negative ord-of

mouth. :ecurity perceptions are defined as Jthe sub=ective probability ith hich consumers

believe that their private information ill not be vieed, store and manipulated during transit

and storage by inappropriate parties in a manner consistent ith their confident expectationsK

&avlov 552'. The banking sector as reluctant to use e-commerce applications as they felt that

transactions conducted electronically ere open to hackers and viruses, hich are beyond their

control. (s ell as convinced that online services are a mixture of customer insecurities,

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technology investment costs and a lack of market-readiness have all conspired to make e-

banking Funattractive. In many articles it has been defined that the 8uality of e-banking has been

=udged on the basis of A dimensions that is


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involves greater security concerns than conventional trading; users need a sense of security hen

conducting financial transactions, and it is still one of the ma=or barriers to e-commerce groth

&ee and Turban, 55'. erceived security as defined as a threat that creates a circumstance,

condition, or event ith the potential to cause economic hardship to data or netork resources in

the form of destruction, disclosures, and modification of data, denial of service, and/or fraud,

aste and abuse &Halakota and 1hinston, 233B'. :ecurity, hich involves the use of technical

advancements like cryptography, digital signature and certificates aimed at protecting users from

risk of fraud, hacking or JphishingK, has a positive influence on the intention to purchase online

&ian and in, 554'.

otential customers mentioned Internet security, online banking regulations, consumers privacy,

and banks reputation as the most important future challenges of online banking adoption.

&(ladani, 552'. Indeed, in (ladanis &552' study of online banking, potential customers

ranked Internet security and customers privacy as the most important future challenges that

banks are facing. erceived usefulness, perceived 1eb security has a strong and direct effect on

acceptance of internet banking, too. ( high level of perceived risk is considered to be a barrier to

propagation of ne innovations. Influenced by the imagination-capturing stories of hackers,

customers may fear that an unauthori!ed party ill gain access to their online account and

serious financial implications ill follo. (ccording to survey found that EH consumers ranked

the security of banks ebsite as the most important attribute of internet banking service 8uality.

It is identified that three-8uarters of (ustralian respondents expressed security concerns ith

regard to electronic banking. 7verall, the literature appears to be une8uivocal in its finding that

the level of perceived risk is negatively related to the attitude toards banking on the 1orld

1ide 1eb. %or this reason, this study uses perceived security as a predictor of customer

acceptance.

#lectronic banking can also be defined as a variety of folloing platforms0

&i' Internet banking &or online banking',

&ii' Telephone banking,

&iii' T6-based banking,

&iv' *obile phone banking, and e-banking &or offline banking'.

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9ustomers access e-banking services using an intelligent electronic device, such as a personal

computer &9', personal digital assistant &$(', automated teller machine &(T*', kiosk, or

Touch Tone telephone.

Ad%"nt"$!&:

The main advantages of #-banking are0-

The operating cost per unit services is loer for the banks.

It offers convenience to customers as they are not re8uired to go to the banks premises.

There is very lo incidence of errors.

The customer can obtain funds at any time from (T* machines.

The credit cards and debit cards enables the 9ustomers to obtain discounts from retail

outlets.

The customer can easily transfer the funds from one place to another place electronically.

E *"n#in$ *!n!)it& in t,! )oo0in$ "r!"&:

12 P"( Your Bi& Onin!

1e can use online banking to pay our bills. This ill eliminate the need for stamps and protect

our self from the check being lost in the mail. *ost banks ill have a section in hich they set

up payees. ( rospect ill need to fill out the information once, and then they can simply

choose that profile every time to pay a bill online. If the bank ill not pay bills online e may

consider paying online through the company.

2. View Transactions

7nline banking allos us to access your account history and transactions from anyhere. This is

the 8uickest ay to check and see if a transaction has cleared our account. It also allos us to

find out about unauthori!ed transactions more 8uickly. This can help us to resolve the issues

more 8uickly.

3. Transfer Money between Accounts

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7nline banking also allos us to transfer money beteen accounts much more 8uickly. It is more

convenient than using the automated phone service, and can save a trip to the bank. 1hen e

apply or set up our online banking, be sure that all of the accounts e have at the bank are listed.This ill make it easier to transfer money and make loan payments online.

32 Do onin! tr"din$:

1ith the help of e banking, a customer can trade and do transactions very comfortably. If a

customer ant to trade in security market e banking helps in carrying out the transactions

through the electronic mode. ayment toards purchase of securities and receipt of money

toards sale of securities can be made ith the help of e banking.

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Id!nti)ic"tion o) t,! 4ro*!+: A STUDY ON PERCEPTION OF CUSTOMERS ON E

BANKING

The study primarily aims to study the perception of customer toards e banking. It also identifies

the key factors that are re8uired for the success of e banking products and services.

T,! o*5!cti%! o) t,! &tud( i& "& )oo0&:

To study the perception of customers on e banking.

The secondary ob=ective is to identify the factors that are successful in rendering e

banking.

6ITERATURE REIE.

12 S!r%ic! /u"it( !%"u"tion in int!rn!t *"n#in$: "n !+4iric" &tud( in Indi" Int2 72

Indi"n Cutur! "nd Bu&in!&& M"n"$!+!nt89 ;;


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The


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%ound that about @ of the online users prefer I+ as the banking channel in India, second to

(T* hich is preferred by ?@. 7ut of the A,A? Internet users sampled, ?@ use online

banking channels in India. This shos that a significant number of online users do not use I+,

and hence there is a need to understand the reasons for not using it.

Internet is the cheapest delivery channel for banking products as it allos the entity to reduce

their branch netorks and donsi!e the number of staff. The main focus is on reducing the

transaction cost, *inimi!es the inconvenience. The banks like I9I9I, )$%9 have reali!ed the

importance of e banking, they are spending huge amount on the technology to enable banking

products, services to the customers.

The main ob=ective as to evaluate those factors that manipulate the nature of customers toards

online banking and their groing tendency toards the online financial institutions.

Ese of I+ comprises of perceived risks, perceived ease of use, perceived usefulness, consumer

acceptance. %or the purpose of :ample0 convenience sampling as used. The sample for the

study is the students from an educational institute.


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the volume of cash in circulation has continued to increase pre-and-post bank

recapitali!ation/consolidation exercise.

%urthermore, some of the ? banks that survived the exercise ere found lately to have depleted

their capital base and have lost credibility before the consumers, e-+anking implementation

notithstanding. Therefore, in this paper, there has been a revie about the state of e-+anking

implementation in Cigeria and evaluate the influence of trust on the adoption of e-ayment using

an extended technology acceptance model &T(*'. :imilarly, there has been an investigation on

organi!ational reputation, perceived risk and perceived trust in the management of banks as a

factor for enhancing customer loyalty.

#lectronic banking is the provision of banking services to customers through Internet technology.

Through the use of IT, banks no employ different channels such as internet technology, video

banking technology, telephone banking, (utomated Teller *achine, and 1( technology to

deliver their services. banks operate

over 3,555(T* machines across the countrys A states and %ederal 9apital Territory.

The findings in this ork reveal that perceived ease of use and perceived usefulness are not only

antecedent to ebanking acceptance, they are also factors to retain customers to the use of e-

banking system such as organi!ational reputation, perceived risk and trust.

32 E-*"n#in$ in d!%!o4in$ !cono+(: !+4iric" E%id!nc! )ro+ Ni$!ri" Ei&," M!n&on

AUTA P,D C"ndid"t!8 C!ntr! )or Poic( "nd Econo+ic R!&!"rc,8 Uni%!r&it( o)

A*u5"8 A*u5"8 Ni$!ri"

The paper explores the ma=or factors responsible for internet banking based on respondents

perception on various e-banking applications. It also provides a frameork of the factors hich

are taken to assess the e-banking perception. $ue to emergence of global economy, e business

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has increasingly become a necessary component of business strategy and a strong catalyst for

economic development.

#-banking has become popular because of its convenience and flexibility, and also transaction

related benefits like speed, efficiency, accessibility, etc. The result of this study shos that e-

banking serves several advantages to Cigerian banking sector. The customers &respondents'

perception is that e-banking provides convenience and flexible advantages. It also provides

transaction related benefits like easy transfer, speedy transaction, less cost and time saving.

)oever, the study shos that the Cigerian customers have security, access, and no enough

knoledge regarding e-banking services rendering by banking sector in Cigeria.

The study suggest that critical infrastructure like poer and telecommunication should be

provided and ith high level of stability to ensure the application of e-banking in Cigeria. (lso,

the relative skeed nature of banks location mostly in urban area should be addressed to ensure

spread and accessibility by rural dellers.

The concept of e-banking is a delivery channel for banking services. +anks have used electronic

channels for years to communicate and transact business ith both domestic and international

corporate customers. 1ith the development of the Internet and the 1orld 1ide 1eb &111' in

the latter half of the 2335s, banks are increasingly using electronic channels for receiving

instructions and delivering their products and services to their customers. This form of banking is

generally referred to as e-banking or Internet banking, although the range of products and

services provided by banks over the electronic channel vary idely in content, capability and

sophistication.

#lectronic banking can also be defined as a variety of folloing platforms0 &i' Internet banking

&or online banking', &ii' telephone banking, &iii' T6-based banking, &iv' mobile phone banking,

and e-banking &or offline banking'.

9ommerce carried out in Dermany, +use and Tiari &55A' observed that0 the highest mobile

users are top management, folloed by self employed, salaried class, students and others.

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9hiemeke et al. &55A' conducted an empirical investigation on adoption of ebanking in Cigeria.

The study identified the ma=or inhibiting factors to Internet banking adoption in Cigeria such as,

insecurity, inade8uate operational facilities including telecommunications facilities and

electricity supply, and made recommendations on ho Cigeria banks can narro the digital

divide. (lso, the report revealed that Internet banking is being offered at the basic level of

interactivity ith most of the banks having mainly information sites and providing little Internet

transactional services.

+ased on A factors the evaluation as done0

2. Time factor. :ecurity. Lueue management>. Eser friendly

?. %und transferA. (ccessibility

The study revealed that the ma=or criteria to evaluate the 8uality of services offered through e

banking ould be security and time factor, because ma=ority of them are of the opinion that the

banking industry should give more importance to security concerns and timely delivery of

services.

2 C"n !-*"n#in$ &!r%ic!& *! 4ro)it"*!

ISSN 13;


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(+9 in banking and proves empirically that electronic channels help reduce the costs of both

banks and their clients. %ocus on profitability by reducing the transaction cost.

The current article also emphasis on the Fimportance of the electronic channels in banking

industry. In this article the research as made on the application of activity based costing in the

banking sector. (+9 is a cost measurement system that provides the cost of each product, service

or customer by analy!ing each activity needed to produce a product or service for the customer.

The (+9 has main vies cost assignment vie and process vie.The cost assignment vie

reflects the organi!ations need to trace or allocate resources to activities or cost ob=ects

&including customers as ell as products and channels' in order to analy!e critical decisions

about such things as pricing, product mix, sourcing, and distribution channel management.

1hereas process vie reflects the organi!ations need for information about events that

influence the performance of activities and activity performance.

Eltimately the research revealed that profitability can be made possible ith proper services

rendered by bank. :ome proportional data are real free income on transactions.

2 E-A$! T!c,noo$(N!0 F"c! o) Indi"n B"n#in$ Indu&tr(: E+!r$in$ C,"!n$!& "nd

N!0 Pot!nti"&27ourn" o) E+!r$in$ Tr!nd& in Econo+ic& "nd M"n"$!+!nt

Sci!nc!&

The present paper analy!es the performance of ma=or banks in terms of productivity and

profitability in the pre and post e-banking period. Ender the regime of banking sector reforms, IT

(ct of 2333 gave ne dimensions to the Indian banking sector. IT has created transformation in

banking structure, business process, ork culture and human resource development. It has

affected the productivity, profitability and efficiency of the banks to a large extent. The paper

concludes that performance of all the banks under study is much better in post-e-banking period

and further foreign banks are at the top position, hereas the performance of the public sector

banks is comparatively very poor. The paper suggests some measures to tackle the challenges

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faced by the banks particularly public sector banks. (t the end, paper suggests ho public sector

banks can convert the emerging challenges into opportunities.

2 Acc!4t"nc! o) E-*"n#in$ "+on$ Adut Cu&to+!r&: An E+4iric" In%!&ti$"tion in

Indi" 9;;= %ou+! @2

Internet banking is a form of self service technology. The numbers of Internet users have

increased dramatically, but most of them are reluctant to provide sensitive personal information

to ebsites because they do not trust e-commerce security. The research paper investigates the

factors hich are affecting the acceptance of e-banking services among adult customers and also

indicates level of concern regarding security and privacy issues in Indian context. rimary data

as collected from 55 respondents, above the age of ?, through a structured 8uestionnaire.

:tatistical analysis, descriptive statistics as used to explain demographic profile of respondents

and also %actor and


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Id!nti)ic"tion o) 4ro*!+: A &tud( on 4!rc!4tion o) cu&to+!r& in !-*"n#in$

The research study aims to obtain information regarding the attributes that has to be present in

rendering 8uality banking services through electronic channels. It consists of tru&t8 r!i"*iit(8

!))ici!nc(8 con%!ni!nc!. *any scholars and researchers have used structured 8uestionnaire to

obtain the information regarding the attributes of e-banking.

D"t" Co!ction

1ithin the scope of the research, in the articles researchers used email, observation &interaction

ith ebsite' as sources of data collection. In many articles researchers have used the opinion

and feedback that has been posted on the bank ebsites by the customers regarding the various

products of e banking and all the above as used for the study.

S"+4! S!!ction

%or the purpose of research researchers had used multiple case sampling, because multiple case

could add confidence to findings. +y looking at the range of similar contrasting cases, one can

understand the case findings.The sampling frame chosen ere customers ho had already been

exposed to at least one online banking transaction.

D"t" co!ction:

(s the study is based on the research already made on the e banking, the data is collected from

various sources like annual reports, bank ebsites, customer feedback about the products and

experience in e banking by the customers. In the research article they have used the ? point

ikert scale techni8ue to obtain and assess the information of attributes.

SECONDARY DATA:

Int!rn":the sources include company annual reports, bulletins, and research reports.

EHt!rn":the sources include0

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ublished materials such as periodicals and books like business periodicals, mobile

banking maga!ine.

9omputeri!ed databases such as internet databases.

The respondents ere asked to rate on a ?-point ikert scale &2 M J:trongly $isagreeK to ? M

J:trongly (greeK'.

D"t" "n"(&i&

%rom the various researches it has been concluded that nearly A5-B5@ customer rated that, the

banks should focus on security as ma=or attribute in rendering #-banking services. )ence banks

should emphasi!e on reliability, trust, accessibility, transparency, ease of usage.The percentage of

the customer satisfied ith the security and transparency that has been practiced in banks are

rated &?A@ agreed'. :ome of them are not satisfied ith the security aspects that have been

practiced in the banks.

1ith regards to transparency 43@ of the customers are strongly agreed, transparency as one of

the ma=or attribute that has constituted the attribute of e banking. The respondent claimed that

Internet banking is more convenient as compared to traditional banking. 9onvenience is a

primary benefit sought by customers. The banks should provide statements of transactions have

been conducted in electronically. The respondent informed that information shon on the

ebsite as understandable and 8uite clear. #ven about offline information as also very clear.

The participant vieed that his time as saved and avoid aiting in 8ueue for his turn in the

bank.

Findin$&

%rom the above data analysis, it is clear that banks are rendering 8uality services to their

customers by introducing more e banking products through electronic channels. (t the same time

banks are concentrating on the security issues and various other obstacles that affect the service.

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The 8uantity of product information should be in short and clear form, so the customer at

the time of reading does not become fed up.

9ustomers have revealed that most of the benefits obtained from e banking are time

saving, reliability, convenience, greater emphasis on timely process of transactions at a

reasonable rate.

%urthermore, internet banking ebsites should provide options of exchange rate

conversions, loan calculators &car, house, and mortgage'.

The Internet banks should provide homepage hyperlinks for the ease in assessing the

specific information.

It may be better to keep a consistent navigation techni8ue in the entire ebsite. +ut it ill

be even better if internet bank make site map and search engine on the ebsite for

convenience of their customers.

To maintain customers regularly visiting the ebsite, product information must be

furnished in simple text and font.

Cormally, search engine depends on the contents. +ut the specified internet banks have a

lot of information on the eb, so they must use search engine.

(s far as security is concerned, the banks must use latest technology on their ebsites.

The research leads to the folloing specific conclusions emerging from the findings above0

The design and 8uality of online services can play a vital role in internet banking if theinformation about the products and services are to the point and clear.

( link of glossary for technical terms can also be provided.

$emo facility can play an imperative role for this introductory internet banking stage.

The facility of search engine on home page can establish a longer relationship ith

customers in Internet banking.

SUGGESTIONS

$ue to the latest technology " innovations banking customers are looking forard to use

Internet banking as a safe custodian and care should be taken by the bankers to ensure

security.

Information provided in the ebsites should be concise and clear about the products and

services to the online visitors.

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#ffective customers complaint and 8uery system needs to be enhanced for better

customer service.

:ecurity, trust, reliability, transparency are the vital aspects and dimensions need to be

focused by the banks in rendering services.

Concu&ion:

%rom the above findings, it can be concluded that e banking in todays banking scenario is

gaining momentum. +ut lots of concerns regarding security, trust has to be given priority. Its

groth is tremendous; the role of internet or e banking is significant. (ccording to the estimate

the groth rate of internet users ill reach A5@ by 55. +ut at the same time there has been a

security threats. :o measures to overcome security threats have to be taken care off.

(t the end of the research it has been concluded that, for better e banking services banks could

customi!e the e banking services as per customer re8uirements to deliver excellence in the

services.

Bi*io$r"4,(:

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