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Customer Satisfaction Analysis of Information and Communication Technology Channels in Banking Sector

Customer Satisfaction Analysis of Information and Communication Technology Channels in Banking... The application of information and communication technologies in developing countries represents an important tool that can determine economic development and prosperity. One of the main areas in which technology can have a powerful impact on the economic activity is the introduction of Internet banking and multichannel banking services. The paper investigates and analyzes the present situation of multichannel banking in India. This paper examine the adoption and impact of ATM, Internet banking and Tele-banking services on customer satisfaction and retention by leading Indian banks. The ICT channels have positive impact on the customer satisfaction. Some characteristics such as availability of cash and location/proximity of ATM, time to process request has very high customer satisfaction across both private sector banks and public sector banks http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Asia Pacific Business Review SAGE

Customer Satisfaction Analysis of Information and Communication Technology Channels in Banking Sector

Singh, Shamsher
Asia Pacific Business Review , Volume 7 (3): 14 – Jul 1, 2011
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Publisher
SAGE
Copyright
© 2011 Asia-Pacific Institute of Management
ISSN
0973-2470
DOI
10.1177/097324701100700308
Publisher site
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Abstract

The application of information and communication technologies in developing countries represents an important tool that can determine economic development and prosperity. One of the main areas in which technology can have a powerful impact on the economic activity is the introduction of Internet banking and multichannel banking services. The paper investigates and analyzes the present situation of multichannel banking in India. This paper examine the adoption and impact of ATM, Internet banking and Tele-banking services on customer satisfaction and retention by leading Indian banks. The ICT channels have positive impact on the customer satisfaction. Some characteristics such as availability of cash and location/proximity of ATM, time to process request has very high customer satisfaction across both private sector banks and public sector banks

Journal

Asia Pacific Business Review – SAGE

Published: Jul 1, 2011

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