Satisfaction from E-Banking Services

Satisfaction from E-Banking Services

Aditya Srivastava

Under the Guidance of Prof. Abhilasha Singh

Master of Business Administration

School of Business

Galgotias University

EXECUTIVE SUMMARY

My research project delves into the comparison of customer perceptions regarding E-banking, particularly in relation to ICICI Bank. Through surveys conducted with 70 respondents from both banks, significant insights have emerged. Despite the continual innovation in banking services, many customers remain unaware of these advancements, and even those who are aware may not fully utilize them. While banks invest substantial resources in developing new technologies like internet and mobile banking, there seems to be a gap in effectively communicating the benefits to customers. This lack of awareness might hinder the potential competitive advantage that these services could provide. Interestingly, most surveyed individuals hold savings accounts with the banks, and the most commonly utilized service is ATM/Debit Cards. Additionally, word-of-mouth recommendations from friends and family emerge as a crucial channel for customers to learn about new banking services. This underscores the importance of effective communication strategies in the banking sector to ensure customers are informed and engaged with the latest offerings. The most important channel that aware customer most regarding the innovative services is family& friends.