Satisfaction Level of E-Services provided by Public Sector banks: A case study of State Bank of India

Finance function is the backbone of business transactions. Business transactions are undergoing day-bay-day technological change. So, traditional form of finance function is not enough to cope up with pace of changing technological scenario. The comprehensive form of this technological change in finance function is E-banking. E-banking has the potential to transform the banking business as it significantly lowers transaction and delivery cost. E-banking not only offers supply and deliver banking products and services through various electronic delivery channels via electronic devices but also provide for efficient services. The penetration of Automated Teller Machine (ATM) in the E-banking has further taken the banking services to the new heights. Through ATMs services, one can pay bills, transfer funds and check transactions any time of the day 24×7. In the present paper sample of 102 customers of selected branches of State Bank of India (SBI) in Chandigarh on the basis of convenience sampling technique was taken to draw the responses to assess level of satisfaction of customers regarding E-services provided by selected branches of State Bank of India. The decisive finding of this research was significant positive relationship between service quality and customer satisfaction in delivering E-services provide by State Bank of India.