Abstract
Indian Banking industry is witnessing a supreme opposition. To stay ahead, banks are coming up with a buildup of services to attract customers. Services include 24-hour banking, Service at the doorstep, Telephone banking, Internet banking, and Extended Business Hours (EBH), With convenience, speed, competence, and efficiency, these virtual banks, in effect have opened up a new world of possibilities and brought major changes in providing a broad range of services. Virtual banks are now seen as a comeback to the challenge of designing a new service channel that is fully secure, useful, and that customers can with pleasure learn to use and trust. Virtual banking, a powerful "value-added" tool, has become the focal point for banks to attract and retain customers. Though these services aim to satisfy customers, there is a need to understand customer awareness, observation, and outstandingly the level of satisfaction. In the present research work, attempts are made to measure these issues on four virtual banking services offered by banks in the city.
Reference
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