Internet banking uses the Internet as the delivery channel by which to conduct banking activity, for example, transferring funds, paying bills, viewing current and savings account balances, paying mortgages and purchasing financial instruments and certificates of deposit. The study aims to “plug” the gap between the perceived experiences and level of satisfaction of customers’ towards Internet Banking facilities offered by the three private sector banks namely HDFC bank, Axis bank and ICICI bank. The study by, revealed eight composite dimensions of electronic service quality, including Login feature, Information on the site, Linking feature, Service feature, Customer care, Security system, Service usage, and Unique feature. Ranks are given to the dimensions, for each bank, according to the customer responses. Login feature, Security system, and Service usage of HDFC bank backed first three ranks. Linking feature, Service feature, and Service usage of AXIS bank, and Login feature, Information on the site, and linking feature of ICICI bank backed first three ranks. From the study, we also find that nearly 90 percent of the customers, who use internet for their banking operations, prefer internet banking to manual banking. The main reasons said by them to prefer internet banking are Convenience (24 hours service, anywhere connectivity) and Time saving (no queues and waiting time).
customer care, internet banking, linking feature, login feature, security system, service feature, unique feature
