“Customers’ Perception and Satisfaction with the Virtual Banking Services”. A study conducted in Delhi/NCR, India

Banking sector in India is witnessing an unparalleled competition. In order to sustain in the turbulent environment and to remain in the competition, banks are continuously striving to allure customers. Banks are providing numerous services like 24hour banking, door step service, Telephone banking, Internet banking, Extended Business Hours (EBH), Speedy processing etc. Today's smart customers prefer to be immobile and getting more adaptable to the virtual world like-on line shopping, on line study and on line banking or can say more appropriately “virtual banking”. This shows the incessant growth of "virtual" services in India. Virtual banks concept is not only restricted to MNCs banks but government banks have also adopted the virtual banking service and facilitating the customers as well. Virtual banking is one of the feathers in the cap of banking sector though this sector requires more security and vigilance but still customers are more inclined to use online banking. Well it has been observed that virtual banking now become a powerful value added service which is increasing the customer satisfaction and making their life easier. This study is basically intends to study the customer perception and satisfaction regarding the virtual banking services provided by the Banks in Delhi and NCR region India.