International Journal of Management (IJM), OF ISSN MANAGEMENT 0976 6502(Print), ISSN (IJM 0976 ) INTERNATIONAL JOURNAL 6510(Online), Volume

me 4, Issue 2, March- April (2013)

ISSN 0976-6502 (Print) ISSN 0976-6510 (Online) Volume 4, Issue 2, March- April (2013), pp. 253-266 IAEME: www.iaeme.com/ijm.asp Journal Impact Factor (2013): 6.9071 (Calculated by GISI) www.jifactor.com

IJM
IAEME

USSAGE AND IMPEDIMENTS OF TECHNOLOGY ENABLED SERVICES IN BANKING SECTOR

*P.Satheesh Babu & **Dr.Y.Lokeswara Choudary *Research Scholar, School of Management, SRM University, Kattankulathur, Chennai-603203. **Research supervisor, School of Maritime Management, Indian Maritime University, Chennai-600119.

1. INFORMATION TECHNOLOGY IN MODERN ERA Information technology refers to all forms of technology applied to processing, storing and transmitting information in electronic form. The physical equipments used for information processing include computers, communication equipments and networks, fax machines. Information is a processed data used for decision making during uncertainty. Information systems execute organized procedures that process and communicate information. Information technology extends far beyond the computational capabilities of computers. Today computers are used extensively for data storage, computation and communication. Information technology is concerned with computation and communications. Internet offers new opportunities to both consumers and producers of information in business transactions. Detailed and extensive information are needed in business both in commercial or administrative functions. . More information is required to process business applications like sales details, marketing analysis, accounting, salary details, personnel management, industrial applications like inventory, stock etc Due to the size and complexity of the data, computers become vital to manage them effectively. Computers are largely employed as an aid to the management in administering the business and commercial applications for faster process and better results. 2. INFORMATION TECHNOLOGY IN COMMERCIAL BANKING SECTOR In the five decades since independence, banking in India has evolved through Traditional phase,(1786-1969),Nationalization phase(1969-1980),Post Nationalization phase (1980-1991),Reform phase(from 1991).During Fourth phase, also called as Reform Phase, Recommendations of the Narasimhan Committee (1991) paved the way for the reform phase
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International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976 6510(Online), Volume 4, Issue 2, March- April (2013)
in the banking. Important initiatives with regard to the reform of the banking system were taken in this phase. Entry of new banks resulted in a paradigm shift in the ways of banking in India. The growing competition and growing expectations led to increased awareness amongst banks on the role and importance of technology in banking. The arrival of foreign and private banks with their superior state-of-the-art technology-based services pushed Indian Banks also to follow suit by going in for the latest technologies so as to meet the threat of competition and retain their customer base. Indian banking industry, today is in the midst of an IT revolution. Combinations of regulatory and competitive reasons have led to increasing importance of total banking automation in the Indian Banking Industry. Information Technology has basically been used under two different avenues in Banking. One is Communication, Connectivity and other is Business Process Reengineering. Information technology enables sophisticated product development, better market infrastructure, implementation of reliable techniques for control of risks and helps the financial intermediaries to reach geographically distant and diversified markets. 3. GREAT MILESTONES In India, banks as well as other financial entities entered the world of information technology and with Indian Financial Net (INFINET). INFINET, a wide area satellite based network (WAN) using VSAT (Very Small Aperture Terminals) technology, was jointly set up by the Reserve Bank and Institute for Development and Research in Banking Technology (IDRBT) in June 1999.The first set of applications that could benefit greatly from the use of technological advances in the computer and communications area relate to the Payment systems which form the lifeline of any banking activity. The process of reforms in payment and settlement systems has gained momentum with the implementation of projects such as NDS (Negotiated Dealing System), CFMS (Centralized Funds Management System) for better funds management by banks and SFMS (Structured Financial Messaging Solution) for secure message transfer. This would result in funds transfers and funds-related message transfer to be routed electronically across banks using the medium of the INFINET. Negotiated dealing system (NDS), which has become operational since February 2002 and RTGS (Real Time Gross Settlement system) which has become operational from the end of 2003 are other major developments in the area. Internet has emerged as an important medium for delivery of banking products & services. Detailed guidelines of RBI for Internet Banking has prepared the necessary ground for growth of Internet Banking in India. The Information Technology Act, 2000 has given legal recognition to creation, transmission and retention of an electronic (or magnetic) data to be treated as valid proof in a court of law, except in those areas, which continue to be governed by the provisions of the Negotiable Instruments Act, 1881. 4. OBJECTIVES OF THE STUDY 1. To find out the level of awareness of the customers on technology services in the sample area. 2. To find out the problems faced by the customers in availing the technology services in banks. 3. To find out the reasons for not using the technology services offered by the banks. 4. To analyze the factors influencing the selection of technology services offered by banks.

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International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976 6510(Online), Volume 4, Issue 2, March- April (2013) 5. NEED FOR STUDY For a long time, Indian banks faced very little competition and operated in a protected economy. Now, well-computerized foreign banks are beginning to compete seriously with the nationalized banks. Banks which use IT mainly focus on three areas viz. Meeting a customers service expectations, cutting down the costs, managing dynamic competitive environment. For this, the banks are venturing into new financial products and service options that would help them grow without losing existing customers. And any new financial product or service that a bank offers will be intrinsically related to technology. Automation is the basic thing that banks need to have in place. It involves a combination of centralized networks, operations, and a core banking application. Automation enables banks to offer 24x7x365 service using lesser manpower. But to be really competitive, banks need to think beyond just basic automation. In this context this study has become very vital to find out the service- satisfaction level of the customer. Therefore the researcher decided to study the impact of Information Technology on the functioning and productivity of Commercial Banks in Chennai City of Tamil Nadu. 6. RESEARCH METHODOLOGY The present study has adopted both descriptive and analytical methodologies. The descriptive methodology has been focused on review in the literary evidences that are available through external and internal sources. As the study is based on the services and their satisfaction thereon. Measurement of satisfactory level is with respect to various service ingredients. Hence the analytical process has become inevitable, resulting in the adoption of analytical methodology. A questionnaire has been designed in four segments consisting of personal data, determinant of customer satisfaction, services provided by the bank. This research has primarily been based on the primary data collected from the select respondent customers of the selected commercial banks in Chennai. The oral interview has also been conducted wherever necessary to add clarity to certain key issues. 7. SAMPLE SIZE The sample size is determined by using the scientific method, by using the pilot study standard deviation of the sample of 50 respondents, by allowing the standard error at 5% level. The sample size was determined by using the following formula. Sample Size (N)= (ZS/E)2 Where, Z= Standard value corresponding to a confidence level of 95%=1.96 S= Sample SD from the pilot study of 50 samples= 0.548 E=Acceptable error= 5%= 0.05 The sample size should be = (N)= (ZS/E)2 = (1.96*0.548/0.05)2 = 461.46 or 462.

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International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976 6510(Online), Volume 4, Issue 2, March- April (2013) Table showing reliability alpha of the data collection instrument
S.No 1 2 3 4 5 6 Description Profile of the sample respondents Technology services-Level of awareness Problems in availing technology services Reasons for not availing technology services Factors considered while adopting to technology services Suggestions to improve the technology services usage No.of items 10 13 10 10 10 15 Alpha value 0.8917 0.8899 0.8415 0.8822 0.8294 0.8775

The overall reliability of the questionnaire is represented by the Corn Bachs alphas is 0.8653 and found reliable to proceed with the data collection. 8. DATA ANALYSIS AND INTERPRETATION In this section the analysis of the data is done by using the appropriate statistics through SPSS version 15. The first part of the study deals with descriptive statistics and the second part deals with inferential statistics. The major findings and the results of the analysis is discussed in the light of existing literature and presented in a brief manner. Descriptive statistics Table 5.1: Distribution of sample on the basis of Experience
Age Group in years Below 20 21-30 31-40 Above 40 Total Frequency 59 198 150 55 462 Percentage 12.8 42.9 32.5 11.9 100.0

It is observed from the table 5.1 that the majority of the customers in the sample survey using technological services offered by the banks are belongs to 21-30 years age, and it is followed by 31-40 years age group. It indicates the role of age in adopting and availing technological services offered by the banks. One predominant reason for such relation may be lack of time and relocation of employees from one place to other and long working hours not permitting them to go to bank physically. In addition, the work place may be equipped with the online facilities and could have founds easy to complete the financial payments and other transactions through online via technological services offered by banks. The easy and free from logistics and waiting time may motivate the customers to use such options. Table 5.2: Distribution of Sample on the basis of Educational Stream
Education Qualification Upto SSLC HSC UG PG Professional Total Frequency 91 71 126 111 63 462 Percentage 19.7 15.4 27.3 24.0 13.6 100.0

Source: Primary data/Questionnaire.

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International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976 6510(Online), Volume 4, Issue 2, March- April (2013) It is noted from the table 5.2, that the majority of the respondents in the sample using technical services offered by banks are under graduates and it is followed by post graduates. The simple reason could be the majority of them are technical back ground and working in IT firms having technical savvy. The way deal with things in both personal and professional life is through technology and online. Such out comes are common and expected. It is the responsibility of the banks to propagate the need for going to electronic and technical services through explaining the advantages of it. In addition, technical services service quality needs to be improved to build the confidence and trust among the customers. Table 5.3: Distribution of sample on the basis of occupation Occupation Frequency Percentage Private Employee 247 53.5 Government Employee 87 18.8 Business 59 12.8 Professional 69 14.9 Total 462 100.0 Source: Primary data/Questionnaire. It is found from the table 5.3, that the majority of the customers using technical services offered by banks are employees working in private organizations. It indicates that the private organizations are equipped with technical savvy, which can be allowed to use the technology services offered by banks. In addition, private employees wont get time to visit banks frequently during working time. It is also difficult for them to reach the banks located in distance places due to logistic issues and traffic. In such conditions private employees are used to go for technological services offered by banks. Table 5.4: Distribution of sample on the basis of Annual income Annual Income in Lakhs Frequency Percentage Below 1 170 36.8 1-3 177 38.3 3-5 Above 5 Total 71 44 462 15.4 9.5 100.0

It is noted from the table 5.4, that the 38.3 percent of the sample respondents are belongs to the less than Rs.3 lakhs per year. It indicates the usage of banking services in increasing in the recent past by the middle income group. It indicates a positive sign in the organized sector growth and development in the country. The reported incomes are more means the transparency of the financial deals. In addition, this group is the potential income group for technological services adoption in the years to come. The hidden threat is the cost of services to avail technology services needs to be kept under control to attract the lower income groups in to the orbit of technology services.

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International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976 6510(Online), Volume 4, Issue 2, March- April (2013) Table 5.5: Showing the level of awareness of technology services among the different qualification groups
Educational Qualification Educational qualification Technology services Internet Banking Electronic bill payment Online brokerage Online delivery of financial products Downloading transaction inform Loan Applications Mobile banking Tele Banking Electronic Fund Transfer (ETF) The Electronic Clearing System (Credit) The Electronic Clearing System (Debit) National Electronic Fund Transfer (NEFT) Real Time Gross Settlement (RTGS) Upto SSLC Mean 4.24 3.85 3.86 3.80 3.86 3.85 3.86 3.82 3.88 3.89 3.90 3.74 3.60 HSc Mean 4.11 4.01 3.82 3.66 3.83 3.79 3.82 3.68 3.83 3.72 3.66 3.49 3.35 UG Mean 4.12 3.86 3.40 3.44 3.73 3.60 3.81 3.64 3.59 3.52 3.39 3.35 3.13 PG Mean 4.45 4.28 3.46 3.56 4.01 3.65 4.23 3.89 4.28 3.71 3.75 3.53 3.40 Professional Mean 4.24 4.14 3.49 3.54 3.94 3.54 4.11 3.94 4.08 3.98 3.92 3.68 3.21

It is noted from the table 5.5, that the level of awareness on the technology enabled services are identified among the customers lower educational profile and higher educational profile are moderate. Majority of the services are aware of the SSLC qualified customers and into service sector, post graduate holders and professionals. It may be due to regular usage of these services for business purposes. Table 5.6: indicating the problems in availing technology services by the different qualification groups
Problems in availing Technology services Technology do not ensure privacy Safety to the funds is at stake due to trapping Technology failures Poor level of awareness on modus operandi Frequent change of technology No uniformity in operations and services E-banks charge more hidden cost More formalities in updating the changes Network related issues Lack of availability in many places Upto SSLC Mean 4.62 4.08 4.26 4.14 4.00 3.92 3.91 3.97 4.00 3.81 HSc Mean 4.10 4.01 3.85 3.79 3.77 3.68 3.85 3.85 3.85 3.80 UG Mean 3.78 3.72 3.83 3.69 3.56 3.71 3.70 3.64 3.75 3.67 PG Mean 3.47 3.48 3.86 3.42 3.41 3.50 3.50 3.38 3.83 3.61 Professional Mean 3.68 3.48 3.98 3.59 3.43 3.65 3.71 3.68 3.97 3.73

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International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976 6510(Online), Volume 4, Issue 2, March- April (2013) The only emerged group of customers facing lot of problems in availing technology enabled services in banks is SSLC qualification holders. It is due to higher usage for business and service of agency services for the clients. Table 5.7: Factors considered/influencing the adoption and availing technology services in banks
Influencing Factors in the selection of Technology services Level Awareness of Technology N services % Availability of Technology services Handling customer Grievances Improving Security Standards Developing and deployment of user friendly services Graphical Screens with user interactive nodes Proper Connectivity / Maintenance Easy operating systems and procedures Strong security to the electronic data of a customer Updating of the customer service information N % N % N % N % N % N % N % N % N % SD 6 1.30 3 .65 5 1.08 3 .65 6 1.30 6 1.30 5 1.08 6 1.30 8 1.73 12 2.60 D 7 1.52 23 4.98 27 5.84 19 4.11 17 3.68 21 4.55 27 5.84 32 6.93 24 5.19 18 3.90 N 43 9.31 81 17.53 95 20.56 102 22.08 92 19.91 120 25.97 88 19.05 109 23.59 89 19.26 106 22.94 A 195 42.21 252 54.55 191 41.34 215 46.54 208 45.02 178 38.53 204 44.16 194 41.99 204 44.16 187 40.48 SA 211 45.67 103 22.29 144 31.17 123 26.62 139 30.09 137 29.65 138 29.87 121 26.19 137 29.65 139 30.09 3.93 3.96 3.94 3.99 3.91 3.96 3.85 3.95 3.92 .81 .92 .84 .87 .92 .91 .93 .92 .96 Mean 4.29 SD .80

The prime factors considered while availing the technology enabled services are Strong security to the electronic data of a customer, Proper Connectivity / Maintenance, Developing and deployment of user friendly services, Handling customer Grievances, and Level Awareness of Technology services. Null Hypothesis (Ho): There is no association between number of years holding a bank account and the service quality level

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International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976 6510(Online), Volume 4, Issue 2, March- April (2013) Table 5.9: cross table showing association between variables along with chi-square result
No. of years holding Bank Account Level of quality of services ChiAverag Square Low e High Value 43 103 46 22.4% 33.1% 47 28.8% 36.2% 26 36.6% 20.0% 14 38.9% 10.8% 53.6% 47.9% 72 44.2% 33.5% 25 35.2% 11.6% 15 41.7% 7.0% 24.0% 39.3% 44 27.0% 37.6% 20 28.2% 17.1% 7 19.4% 6.0% 11.033 .087NS PValue

Below 5

Count % within No. of years holding Bank Account % within Level of quality of services Count % within No. of years holding Bank Account % within Level of quality of services Count % within No. of years holding Bank Account % within Level of quality of services Count % within No. of years holding Bank Account % within Level of quality of services

6-10

11-15

Above 15

Since the p value is greater than 0.05, the null hypothesis, There is no association between number of years holding a bank account and the service quality level is accepted at 5% level of significance. Hence, it is confirmed that, there is no association between number of years holding a bank account and the service quality level among the customers in the sample. Null Hypothesis (Ho): There is no association between locality of living and the level of quality of services availing from banks. Table 5.10: Table 5.11: cross table showing association between variables along with chi-square result Level of quality of Pservices Value Locality of living ChiAvera Square Low ge High Value Urban Count 86 162 96 % within Locality 25.0% 47.1% 27.9% % within Level of quality 66.2% 75.3% 82.1% of services 8.351 .015* Semi Count 44 53 21 urban % within Locality 37.3% 44.9% 17.8% % within Level of quality 33.8% 24.7% 17.9% of services

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International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976 6510(Online), Volume 4, Issue 2, March- April (2013) Since p value is less than 0.05, the null hypothesis, There is no association between locality of living and the level of quality of services availing from banks is rejected at 5% level of significance. Hence, it is inferred that, there is an association between locality of living and the level of quality of services availing from banks at moderate level. Null Hypothesis (Ho): There is no association between number of times visiting bank physically and quality of services availing from banks. Table 5.11: cross table showing association between variables along with chi-square result
No. of times visiting bank per month Level of quality of services Low Below 3 times Count 49 % within No. of times visiting bank per month % within Level of quality of services 3-5 times Count 38 % within No. of times visiting bank per month % within Level of quality of services Count % within No. of times visiting bank per month % within Level of quality of services 24.5% 29.2% 43 51.8% 33.1% 72 46.5% 33.5% 29 34.9% 13.5% 45 29.622 29.0% 38.5% 11 13.3% 9.4% 0.000* * 21.9% 114 50.9% 61 27.2% Average High PValue ChiSquare Value

37.7%

53.0%

52.1%

Above 5 times

Since p value is less than 0.001, the null hypothesis, There is no association between number of times visiting bank physically and quality of services availing from banks is rejected at 1% level of significance. Hence, it is inferred that, there is a highly significant association between number of times visiting bank physically and quality of services availing from banks. Null Hypothesis (Ho): There is no association between purpose of visiting a bank and quality of services availing from banks.

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International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976 6510(Online), Volume 4, Issue 2, March- April (2013) Table 5.12: Table 5.11: cross table showing association between variables along with chi-square result P-Value Purpose of visiting to bank Deposit money Level of quality of services Low Count % within Purpose of visiting to bank % within Level of quality of services Count % within Purpose of visiting to bank % within Level of quality of services Getting information Count % within Purpose of visiting to bank % within Level of quality of services Apply for loan Count % within Purpose of visiting to bank % within Level of quality of services Count 46 20.2% 35.4% 45 35.7% 34.6% 15 28.8% 11.5% 13 39.4% 10.0% 11 47.8% 8.5% Average 118 51.8% 54.9% 48 38.1% 22.3% 26 50.0% 12.1% 15 45.5% 7.0% 8 34.8% 3.7% High 64 28.1% 54.7% 33 26.2% 28.2% 11 21.2% 19.453 9.4% 5 15.2% 4.3% 4 17.4% 3.4% .013* ChiSquare Value

Withdraw cash

Access public utility % within Purpose of services visiting to bank % within Level of quality of services

Since, p value is less than 0.05, the null hypothesis, There is no association between purpose of visiting a bank and quality of services availing from banks is rejected at 5% level of significance. Based on this it is inferred that, There is a significant association between purpose of visiting a bank and quality of services availing from banks. Null Hypothesis (Ho): There is no association between type of bank account maintained and the quality of services availed from banks.
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International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976 6510(Online), Volume 4, Issue 2, March- April (2013) Table 5.13: Table 5.11: cross table showing association between variables along with chi-square result PValue

Type of bank account maintained Public Sector Bank

Level of quality of services Low Count % within Type of bank account maintained % within Level of quality of services Count % within Type of bank account maintained % within Level of quality of services 56 22.0% 43.1% 53 32.5% Average 135 53.1% 62.8% 61 37.4% High 63 24.8% 53.8% 49 30.1%

ChiSquare Value

Private Sector Bank

40.8% 13 52.0%

28.4% 9 36.0%

41.9% 21.540 3 12.0% 0.001**

Foreign Bank

Count % within Type of bank account maintained % within Level of quality of services

10.0% 8 40.0% 6.2%

4.2% 10 50.0% 4.7%

2.6% 2 10.0% 1.7%

Co-operative Bank

Count % within Type of bank account maintained % within Level of quality of services

Since, p value is less than 0.001, the null hypothesis, There is no association between type of bank account maintained and the quality of services availed from banks is rejected at 1% level of significance. Based on this, it is confirmed that, There is a highly significant association between type of bank account maintained and the quality of services availed from banks.

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International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976 6510(Online), Volume 4, Issue 2, March- April (2013) Factor Analysis Table 5.14: Rotated Component Matrix showing factors emerged along with score loadings 2 Items loaded as technical services 1 3 Factors Internet Banking .744 .096 .104 Electronic bill payment .722 .188 .230 Mobile banking .705 .148 .194 Utility services Downloading transaction information .622 .216 .365 Tele Banking .561 .205 .358 Electronic Fund Transfer (ETF) .559 .556 .017 The Electronic Clearing System (Debit) .241 .781 .178 National Electronic Fund Transfer (NEFT) .182 .771 .109 Fund transfer services Real Time Gross Settlement (RTGS) -.034 .758 .321 The Electronic Clearing System (Credit) .337 .714 .191 Online delivery of financial products .261 .150 .818 Agency Online brokerage/trading .161 .223 .791 services Loan Applications .382 .224 .606 Technology enabled services of banks are broadly grouped into three types, The first kind of services are mentioned as utility services, the second set of services are called as fund transfer services, and the final category of services are titled as agency services. Factor Analysis-II Table:5.15: Problems in availing technology services by the customers along with factor loadings and emerged factors. Items Items shown as problems Lack of availability in many places Network related issues No uniformity in operations and services More formalities in updating the changes E-banks charge more hidden cost Technology do not ensure privacy Safety to the funds is at stake due to trapping Frequent change of technology Poor level of awareness on modus operandi Technology failures Component 1 2 .728 .120 .712 .062 .687 .320 .637 .244 .616 .307 .042 .831 .129 .739 .382 .618 .338 .596 .442 .544

Factors Operating problems

Safety and Security problems

There are two factors emerged, grouping the level of awareness of technological services offered by the banks. They are titled as operating problems and safety and security problems.

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International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976 6510(Online), Volume 4, Issue 2, March- April (2013) 10. SUMMARY AND CONCLUSION The data analysis gives the various hidden facts with the empirical evidences. Some of the findings of the study are: Majority of the customers in the sample survey using technological services offered by the banks are belongs to 21-30 years age, and it is followed by 31-40 years age group. It indicates the role of age in adopting and availing technological services offered by the banks. One predominant reason for such relation may be lack of time and relocation of employees from one place to other and long working hours not permitting them to go to bank physically. The level of awareness on the technology enabled services is identified among the customers lower educational profile and higher educational profile are moderate. Majority of the services are aware of the SSLC qualified customers and into service sector, post graduate holders and professionals. It may be due to regular usage of these services for business purposes. The prime factors considered while availing the technology enabled services are Strong security to the electronic data of a customer, Proper Connectivity / Maintenance, Developing and deployment of user friendly services, Handling customer Grievances, and Level Awareness of Technology services. There is a highly significant association between number of times visiting bank physically, purpose of visiting a bank, type of bank with which account maintained and quality of services availing from banks. Technology enabled services of banks are broadly grouped into three types, The first kind of services are mentioned as utility services, the second set of services are called as fund transfer services, and the final category of services are titled as agency services. There are two factors emerged, grouping the level of awareness of technological services offered by the banks. They are titled as operating problems and safety and security problems. It is concluded that the technology enabled services are order of the day. The primary impediments in adopting and availing them are level of awareness, availability and accessibility, trust factor among the customers fore the data and for the money saved. It is the responsibility of the banks to ensure the safe delivery of technology enabled services to the bankers in the years to come. The provision of technology enabled services at affordable cost is the strategy can succeed in the years to come. The mutually win-win situation can benefit a lot to the banks and customer at large. REFERENCES 1. 2. 3. 4. 5. 6. Lovelock, Christopher (2001), Services marketing; people, Technology, strategy, 4th edition, prentice Hall. Lev, B, (2001), Intangible management, measurement and reporting Washington DC;Brookings Institute press. Carl D. McDaniel (2005). The Future of Business: The Essentials Mason, Ohio: SouthWestern. ISBN 0324320280. John, Joby (2003). Fundamentals of Customer-Focused Management: Competing Through Service. Westport, Conn.: Praeger. ISBN 9781567205640. Kessler, Sheila (2003)., Customer satisfaction toolkit for ISO 9001:2000. Milwaukee,Wis.: ASQ Quality Press. ISBN 0873895592. Johnson, Michael D.; Anders Gustafssonb, Tor Wallin Andreassenc, Line Lervikc andJaesung Cha (2001). "The evolution and future of national customer satisfaction index models". Journal of Economic Psychology 22(2): 217245.ISSN 0167-4870.
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International Journal of Management (IJM), ISSN 0976 6502(Print), ISSN 0976 6510(Online), Volume 4, Issue 2, March- April (2013) 7. Bluestein, Abram; Michael Moriarty; Ronald J Sanderson (2003).The Customer Satisfaction Audit. Axminster: Cambridge Strategy Publications.ISBN 9781902433981.. 8. Rexha N, kingshott RPJ and AW ASS (2003) The impact of Relational plan onAdoption of electronic Banking Journal of service marketing, Vol.17 9. Singh S (2004) A Appraisal of Customer service of Public Sector Banks, IBA Bulletin,Vol. XXVI, No:8 (August), PP 30-37. 10. Uppal R.K (2006), Indian Banking Information Technology, New Century Publications, New Delhi.9. 11. Shilpi Khandelwal, E Banking Innovations: Trends in India, International Journal of Management (IJM), Volume 3, Issue 3, 2012, pp. 200 - 215, ISSN Print: 0976-6502, ISSN Online: 0976-6510. 12. H.Vasanthakumari and Dr. S. Sheela Rani, Customer Selection of Banks A Biographic Segmentation, International Journal of Management (IJM), Volume 2, Issue 2, 2011, pp. 13 - 19, ISSN Print: 0976-6502, ISSN Online: 0976-6510.

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