Abstract
A system allowing individuals to perform banking activities at home, via the internet is online banking. Online banking through traditional banks enables customers to perform all 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 at evaluating services quality of online banking in Chennai city, one of the fast-growing cities of Tamilnadan. This paper mainly compares, online banking services of SBI Bank one the leading public sector bank and HDFC bank, a leading private sector bank. A structured questionnaire is administered to various target groups. 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 maximizing value to the consumers. Data was analyzed statistically to investigate the service quality of internet banking. It is found that as HDFC is pioneer bank in India into online banking, it excels into the quality dimensions as compared to SBI bank; however, in last few years, SBI came out as a leading public sector bank, providing internet services successfully.
Online Banking
References
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Author information
V. Arul Antony
Doctoral 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