Adoption Of Internet Banking A Customer Centric Study Of Public And Private Sector Banks In Kerala
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Adoption Of Internet Banking A Customer Centric Study Of Public And Private Sector Banks In Kerala
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Author : Dr. Aneeshkumar G.S. , Dr. Sybila Pius Fernandez , Dr. Andrews Thomas
language : en
Publisher: Ashok Yakkaldevi
Release Date : 2025-04-17
Adoption Of Internet Banking A Customer Centric Study Of Public And Private Sector Banks In Kerala written by Dr. Aneeshkumar G.S. , Dr. Sybila Pius Fernandez , Dr. Andrews Thomas and has been published by Ashok Yakkaldevi this book supported file pdf, txt, epub, kindle and other format this book has been release on 2025-04-17 with Art categories.
1.1 Introduction The banking sector is focused on meeting the financial needs of the society by providing an enhanced customer experience. A well-developed banking system provides a firm and durable bedrock for the economic development of the country. The convergence of Information Technology (IT) with Communication Technology (CT) has revolutionized the banking services across the globe. Information Technology has become an inevitable instrument in today’s organizations (Grabner-Krauter and Faullant, (2008). The financial sector particularly the banking sector was the first to utilize IT in 1960’s. Since the introduction of the Internet in 1969, it has evolved from the sole domain of the computer techie and the academic to a mainstream channel of communication.
Service Quality And Customer Satisfaction In Private And Public Sector Banks In Kerala A Comparative Study
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Author : Laly Antoney
language : en
Publisher: Prem Jose
Release Date :
Service Quality And Customer Satisfaction In Private And Public Sector Banks In Kerala A Comparative Study written by Laly Antoney and has been published by Prem Jose this book supported file pdf, txt, epub, kindle and other format this book has been release on with Reference categories.
Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.
Bulletin Of The Atomic Scientists
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Author :
language : en
Publisher:
Release Date : 1970-06
Bulletin Of The Atomic Scientists written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1970-06 with categories.
The Bulletin of the Atomic Scientists is the premier public resource on scientific and technological developments that impact global security. Founded by Manhattan Project Scientists, the Bulletin's iconic "Doomsday Clock" stimulates solutions for a safer world.
Private Participation In The Indian Power Sector
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Author : Mohua Mukherjee
language : en
Publisher: World Bank Publications
Release Date : 2014-10-21
Private Participation In The Indian Power Sector written by Mohua Mukherjee and has been published by World Bank Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-10-21 with Business & Economics categories.
The passage of India's Electricity Act of 2003 was a signature achievement, moving the sector toward amarket-driven approach that forced potential investors to compete aggressively for generation and transmission contracts. India's 2005 National Electricity Policy recognized electricity as one of the key drivers for rapid economic growth and poverty alleviation in the country. Yet the policy's target--electricity for all and 1,000 kilowatt-hours (kWh) available per capita by 2012--was not met. Despite a 20-year reform process and private-sector participation, the rate of resource augmentation and growth in energy supply has been less than the rate of increase in demand. Numerous challenges need to be addressed before India can overcome severe energy shortages and achieve its desired national policy objectives. Private Participation in the Indian Power Sector: Lessons from Two Decades of Experience examines the home-grown Indian experience with private sector participation in power, identifies emerging risks, and proposes specific actions for government consideration, so that the power sector may fulfill its important role in India's growth story. Much has been achieved, and the Indian power sector can rightfully take its placeamong the bold reformers. Yet a large agenda remains, and a more rigorous focus on implementation, particularly on last-mile reforms in the distribution sector, will be required. Close coordination among variousstakeholders and unrelenting attention to efficient execution through decentralized authority to make technical decisions, together with a robust emphasis on monitoring, evaluation, and transparent sharing of data and performance statistics, will help in achieving this objective.
Financial Inclusion In Emerging Markets
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Author : Ananda S.
language : en
Publisher: Springer Nature
Release Date : 2021-10-04
Financial Inclusion In Emerging Markets written by Ananda S. and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-10-04 with Business & Economics categories.
This book discusses ideas for stakeholders to develop strategies to access and use financial products and services such as deposits, loans, and fund transfer mechanism, insurance, payment services, and intermediaries, distribution channels at economical prices in order to cater to the needs of the poor and underprivileged people. Financial inclusion ensures ease of access, availability, and usage of the financial products and services to all the sections of the society. The book will help in recognizing the role of financial inclusion as one of the main drivers in reducing income inequality and thus supporting sustainable economic growth of the countries, especially of an emerging economy. The book provides conceptual and practical ideas from the practitioners, best practices from the experts, and empirical views from the researchers on the best practices and how to mitigate the challenges and issues plaguing the development of the financial inclusion.
World Development Report 1994
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Author :
language : en
Publisher: World Bank Publications
Release Date : 1994
World Development Report 1994 written by and has been published by World Bank Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
World Development Report 1994 examines the link between infrastructure and development and explores ways in which developing countries can improve both the provision and the quality of infrastructure services. In recent decades, developing countries have made substantial investments in infrastructure, achieving dramatic gains for households and producers by expanding their access to services such as safe water, sanitation, electric power, telecommunications, and transport. Even more infrastructure investment and expansion are needed in order to extend the reach of services - especially to people living in rural areas and to the poor. But as this report shows, the quantity of investment cannot be the exclusive focus of policy. Improving the quality of infrastructure service also is vital. Both quantity and quality improvements are essential to modernize and diversify production, help countries compete internationally, and accommodate rapid urbanization. The report identifies the basic cause of poor past performance as inadequate institutional incentives for improving the provision of infrastructure. To promote more efficient and responsive service delivery, incentives need to be changed through commercial management, competition, and user involvement. Several trends are helping to improve the performance of infrastructure. First, innovation in technology and in the regulatory management of markets makes more diversity possible in the supply of services. Second, an evaluation of the role of government is leading to a shift from direct government provision of services to increasing private sector provision and recent experience in many countries with public-private partnerships is highlighting new ways to increase efficiency and expand services. Third, increased concern about social and environmental sustainability has heightened public interest in infrastructure design and performance.
Electronic Commerce
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Author : Ravi Kalakota
language : en
Publisher: Addison-Wesley Professional
Release Date : 1997
Electronic Commerce written by Ravi Kalakota and has been published by Addison-Wesley Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Business & Economics categories.
This book is the ideal starting point for business managers involved with electronic commerce, as well as technical professionals who want to keep abreast of the latest trends and issues in management practices affected by electronic commerce technology. You will learn about firewalls, transaction security, electronic payment methods, and the management issues facing Internet Service Providers. Also fully covered are electronic commerce applications internal to the corporation-supply-chain management, manufacturing, and finance.
E Banking In India
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Author : Rimpi Jatana
language : en
Publisher:
Release Date : 2007
E Banking In India written by Rimpi Jatana and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007 with Business & Economics categories.
ABOUT THE BOOK Finland was the first country in the world to have taken a lead in E-banking. In India, it was ICICI Bank which initiated E-banking as early as 1997 under the brand name Infinity. Electronic banking (E-banking) is a generic term encompassing internet banking, telephone banking, mobile banking etc. In other words, it is a process of delivery of banking services and products through electronic channels such as telephone, internet, cell phone etc. The concept and scope of E-banking is still evolving. E-banking facilitates an effective payment and accounting system thereby enhancing the speed of delivery of banking services considerably. While E-banking has improved efficiency and convenience, it has also posed several challenges to the regulators and supervisors. Several initiatives taken by the Government of India as well as the Reserve Bank of India (RBI) have facilitated the development of E-banking in India. The Government of India enacted the IT Act, 2000 with effect from October 17, 2000, which provides legal recognition to electronic transactions and other means of electronic commerce. The RBI has been gearing up to upgrading itself as a regulator and supervisor of the technologically dominated financial system. It issued guidelines on risks and control in computer and telecommunication system in February 1998 to all the banks advising them to evaluate the risks inherent in the systems and put in place adequate control mechanisms to address these risks, which can be broadly put under three heads, viz. IT environment risks, IT operations risks and product risks. The existing regulatory framework over banks has also been extended to E-banking. It covers various issues that fall within the framework of technology, security standards and legal and regulatory issues. This book contains 12 articles by scholars specialising in the area of banking. It will be useful for all those who want to understand recent technological developments in Indian banking.
India And The Knowledge Economy
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Author : Carl J. Dahlman
language : en
Publisher: World Bank Publications
Release Date : 2005-01-01
India And The Knowledge Economy written by Carl J. Dahlman and has been published by World Bank Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-01-01 with Computers categories.
"In the global knowledge economy of the twenty-first century, India's development policy challenges will require it to use knowledge more effectively to raise the productivity of agriculture, industry, and services and reduce poverty. India has made tremendous strides in its economic and social development in the past two decades. Its impressive growth in recent years-8.2 percent in 2003-can be attributed to the far-reaching reforms embarked on in 1991 and to opening the economy to global competition. In addition, India can count on a number of strengths as it strives to transform itself into a knowledge-based economy-availability of skilled human capital, a democratic system, widespread use of English, macroeconomic stability, a dynamic private sector, institutions of a free market economy; a local market that is one of the largest in the world; a well-developed financial sector; and a broad and diversified science and technology infrastructure, and global niches in IT. But India can do more-much more-to leverage its strengths and grasp today's opportunities. India and the Knowledge Economy assesses India's progress in becoming a knowledge economy and suggests actions to strengthen the economic and institutional regime, develop educated and skilled workers, create an efficient innovation system, and build a dynamic information infrastructure. It highlights that to get the greatest benefits from the knowledge revolution, India will need to press on with the economic reform agenda that it put into motion a decade ago and continue to implement the various policy and institutional changes needed to accelerate growth. In so doing, it will be able to improve its international competitivenessand join the ranks of countries that are making a successful transition to the knowledge economy."
The Sociology Of Modernization
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Author : Gino Germani
language : en
Publisher: Transaction Publishers
Release Date : 1981-01-01
The Sociology Of Modernization written by Gino Germani and has been published by Transaction Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 1981-01-01 with History categories.
This work places in historical and theoretical contexts the work Germani in the area of modernization, especially as it relates to Latin America. Germani views modernization as the touchstone of the twentieth century. His notion of modernization has to do with how a society can harness technology for distinctly political ends and link science to distinctly economic ends.