Summary |
Qualitative enlargement in information technology and telecommunications has set in motive an electronic revolution in modern banking sector. Banks have invested heavily in developing computer based services to deliver banking products and services in the hope of attracting customers to the new, cheaper service channel.
After introduction of Automated Teller Machines, banks prefer to render more services like funds transfers, issue of DDs, tax payments etc. through ATMs. In addition to this, on-line banking, tele-banking, PC-banking services are also expected to increase rapidly.
There is a clear need to develop a better understanding of how consumers evaluate these services and develop e-loyalty. Service quality is one of the main factors determining the success / failure of electronic commerce. Automated service quality has tended to lag behind because practitioners have focused mainly on issues of usability and measurement of use. Therefore, customer perception of service quality have a significant impact on bank's success.
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