Abstract
Online banking is a system that lets individuals perform banking activities at home via the internet. Online banking through traditional banks lets customers complete routine transactions, such as account transfers, balance inquiries, bill payments, and stop-payment requests, and some even offer online loan and credit card applications. Account information can be accessed anytime, day or night, and can be done from anywhere. This study aims to evaluate the quality of online banking services in Chennai city, one of the fast-growing cities of Tamil Nadu. This paper mainly compares the online banking services of SBI Bank, one of the leading public sector banks, and HDFC Bank, a leading private sector bank. A structured questionnaire is administered to various target groups. The researcher mainly wants to investigate the 4 important elements of online banking, i.e., efficiency, Responsiveness, Reliability, and Privacy of customer information. The paper presents the data, drawn from a survey of Internet banking consumers from two leading banks, i.e. SBI and HDFC and develops a functional model for maximising value to the consumers. Data was analysed statistically to investigate the service quality of internet banking. It was found that, as HDFC is a pioneer bank in India in online banking, it excels in the quality dimensions as compared to SBI; however, in the last few years, SBI has emerged as a leading public sector bank, providing internet services successfully.
Emotional Intelligence
References
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Author information
D. Manju
Research Scholar, PG & Research Department of Commerce, Sree Muthukumaraswamy College, Kodungaiyur, Chennai, Tamil Nadu
Dr. M. Sampathkumar
Assistant Professor, PG& Research Department of commerce, Sree Muthukumaraswamy College, Kodungaiyur, Chennai, Tamil Nadu.
ORCID: https://orcid.org/0009-0004-9840-152X