The banking industry in India has undergone radical changes due to the liberalization and globalization measures undertaken since 1991. Today, Indian banking industry is one of the largest in the world. There has been a great surge in efficient customer services. A highly satisfied and delighted customer is a vital non-financial asset for the banks in the emerging IT era. Courtesy, accuracy, and speed are important factors in the efficient functioning of a bank. This study is based on the responses of 768 customers of public sector banks, Indian private sector banks, and foreign banks (each one from these groups) operating in Amritsar district of Punjab; and in the case of e-bank, three banks, one from each bank group, have been taken into consideration.
The study infers that there is a significant difference among these three bank groups with regard to the time customers have to spend to transact a business. The e-banks were found to be more efficient with respect to the time factor. This is a very important reason as to why customers switch to e-banking. The chi-square test is used to check the level of significance difference among the various bank groups, and the coefficient of contingency among various bank group customers' responses is also calculated. |
