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A Study on the Level of Customers Satisfaction on Various Modes of Banking Services in India

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  • S Shajahan

Abstract

The Indian banking industry is on a major technological upgradation drive after having successfully absorbed the international standard in its operating norms. A study was conducted by the author, based on 100 account holders of ICICI Bank in Chennai recently, for portraying their varying levels of satisfaction. To control the response bias and to increase the reliability of the data, a structured pattern of questions was also used during a descriptive survey research. Statistical tests were employed for the data analysis using SPSS. The Discriminant Analysis, which emerged out of the study findings, explicitly takes a logistic form that is typical of adoption behavior of new Internet-based banking services, which enhances the level of satisfaction among bank customers. Further, the Discriminant Equation, designed by the author, signifies shifts in the levels of satisfaction from the basic banking services to special electronic data-based services, and also predicts accurately the frequency of visiting the site for various requirements. The author is of the opinion that Internet literacy (as measured by the penetration of Internet usage in a country) is the major factor underlying online banking penetration in India.

Suggested Citation

  • S Shajahan, 2005. "A Study on the Level of Customers Satisfaction on Various Modes of Banking Services in India," The IUP Journal of Bank Management, IUP Publications, vol. 0(1), pages 79-85, February.
    • Handle: RePEc:icf:icfjbm:v:04:y:2005:i:1:p:79-85
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