Internet Banking and Customer Satisfaction

Alam, Md Mahtab

• Publisher: Scholars World
• Year: 2021
• eBook ISBN: 9789351302421
• Topic: Betriebswirtschaft
• Subtopic: Business allgemein

This book provides pre and post independence banking scenario, pre and post nationalized period banking scenario and banking sector reforms after 1991 – post liberalization era. The authors have dealt with the current issues in Indian Banking, future of Indian Banking sector, the concept of e-banking, legal issues in e-banking with e-banking challenges and various types of risk associated with it, along with highlights of internet service weaknesses. The authors have highlighted the service quality model "SERVQUAL" by Parasuraman et al and made a further improvement on it with the adding up of some new attributes and applied it in the banking services to measure customer satisfaction. This book is highly useful for academicians, professionals, bankers, policy makers and especially for research scholars in this field globally.

Table of contents

• Acknowledgement
• List of Tables
• Abbreviations
• 1. Indian Banking: Milestone and a Road Ahead
• 1.1 Pre-Independence Banking Scenario in India
• 1.2 Post-Independence Developments in Banking Sector
• 1.2.1 Pre-Nationalization Period
• 1.2.2 Post Nationalization Period
• 1.3 Banking Sector Reforms since 1991
• 1.3.1 The First Phase
• 1.3.2 The Second Phase
• 1.3.3 Objectives of Banking Sector Reforms
• 1.3.4 Contents of Banking Sector Reforms
• 1.4 Current Issues in Indian Banking
• 1.5 Future of India’s Banking Sector
• 1.5.1 Vision Document for Payment Systems: 2005–08
• 1.5.2 Financial Sector Technology Vision Document
• 1.5.3 Road Map for Foreign Banks in India
• 1.6 Concept of E-banking?
• 1.6.1 E-banking: Global Experiences
• 1.7. E-banking and RBI
• 1.7.1 Main Recommendations of the Working Group on Internet Banking
• 1.7.2 Technology and Security Standards
• 1.7.3 Legal Issues
• 1.7.4 Regulatory and Supervisory Issues
• 1.8 E-banking Challenges and Concerns
• 1.9 E-banking: Risks and Their Management
• 1.9.1 Strategic and Business Risk
• 1.9.2 Operational Risk
• 1.9.3 Reputational Risk
• 1.9.4 Legal Risk
• 1.9.5 Other Traditional Banking Risks
• References
• 2. Internet Banking: A New Paradigm Shift
• 2.1 Internet : Basic Structure and Topology
• 2.1.1 E-Commerce
• 2.1.2 Types of E-Commerce
• 2.1.3 Business-to-Consumers (B2C)
• 2.1.4 Business to Business (B2B)
• 2.1.5 The Growth of Internet Banking and common products
• 2.2 Internet Banking: International Experience
• 2.2.1 United State of America [USA]
• 2.2.2 United Kingdom [U.K.]
• 2.2.3 Scandinavia
• 2.2.4 Australia
• 2.2.5 New Zealand
• 2.2.6 Singapore
• 2.2.7 Hong Kong
• 2.2.8 Japan
• 2.3 Internet Banking: The Indian Scenario
• 2.3.1 The Entry of Indian Banks into Net Banking
• 2.3.2 Products and Services Offered
• 2.3.3 The Future Scenario: Internet Banking in India
• 2.4 Internet Banking and its Various Types
• 2.4.1 Types of Services Available
• 2.4.2 Mediums of E-banking [Various Products and Services]
• 2.4.3 Factors Responsible for Growth of Internet Banking
• 2.5 Types of Risks Associated with Internet Banking
• 2.5.1 Operational Risk
• 2.5.2 Security Risk
• 2.5.3 System Architecture and Design
• 2.5.4 Reputational Risk
• 2.5.5 Legal Risk
• 2.5.6 Money Laundering Risk
• 2.5.7 Cross Border Risks
• 2.5.8 Strategic Risk
• 2.5.9 Other Risks
• 2.6 Technology and Security Standards for Internet Banking
• 2.6.1 Technologies: Computer Networking and Internet
• 2.6.2 Application Architecture
• 2.6.3 Issues in Administration of Systems and Applications
• 2.6.4 Security and Privacy Issues: Terminology
• 2.6.5 Attacks and Compromises
• 2.6.6 Authentication Techniques
• 2.6.7 Firewalls
• 2.6.8 Digital Signature and Certification
• 2.6.9 Certification Authorities and Digital Certificates
• 2.6.10 Physical Security
• References
• 3. Literature Review
• Introduction
• References
• 4. Theoretical Frame Work
• Introduction
• 4.1 Theoretical Frame Work
• 4.2 Service Quality Model (Servqual Model)
• 4.2.1 Criticism of SERVQUAL
• 4.2.2 Service Quality in Banking
• 4.3 Benefits of Internet Banking
• 4.4 Research Question
• 4.5 Research Gap
• 5. Research Methodology
• Introduction
• 5.1 Objectives of the Study
• 5.1.1 Main Objective of the study
• 5.1.2 Sub-objectives of the Study
• 5.2 Benefits of the Study
• 5.3 Research Design
• 5.4 Methods of Data Collection
• 5.5 Target Population
• 5.6 Sampling Techniques
• 5.7 Sample Size
• 5.8 Reliability and Validity of the Study
• 5.9 Hypothesis of the Study
• 5.10 Unit of Analysis
• 5.11 Appropriate Tools for Data Analysis
• 5.12 Limitations of the Study
• 5.13 Delimitation of the Study
• 6. Data Analysis and Interpretation
• Introduction
• Regression Analysis [Secrecy of a Customer]
• 7. Findings, Suggestions, Managerial Implications and Conclusion
• Introduction
• 7.1 Findings
• 7.2 Suggestions and Recommendations
• 7.3 Managerial Implications
• 7.4 Scope for Future Research
• 7.5 Conclusion
• Bibliography
• Annexures