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In the post-LPG (Liberalization, Privatization and Globalization) era and Information Technology (IT) era, transformation in Indian banks is taking place with different parameters and the contours of banking services are dynamically altering the face of banking, as banks are stepping towards e-banking from traditional banking. On the basis of five-point likert-type scale, this paper empirically analyzes the quality of e-banking services in the changing environment. With different statistical tools such as weighted average method and ranking, the paper concludes that most of the customers of e-banks are satisfied with the different e-channels and their services, but the lack of awareness is a major obstacle in the spread of e-banking services. The paper also suggests some measures to make e-banking services more effective in the future.
In the post-reforms period, Indian banking is passing through crucial stages. There is a paradigm shift in the different parameters of transformation. Many internal and external factors are responsible for this bank transformation. Competition from inter- and intra-bank group, and global forces are compelling the banks to make radical internal and external changes in their day-to-day functioning, to face the e-age challenges.
IT is a crucial parameter for transformation in structure, work-culture, functioning, HRD and business re-engineering. E-banking services are replacing traditional services and creating a new scale in transformation. In the initial stage, e-channels were introduced in metropolitan cities and urban areas, but recently some banks have started focusing on rural and semi-urban areas. New private sector banks are taking the lead in capturing rural and semi-urban sector.The different e-channels such as ATMs, Credit and Debit Cards, Tele-banking, Mobile-banking, Online-banking and Smart Cards, are changing the face of the Indian banks. New private sector banks and foreign banks are attracting customers in a big way.
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