Consumers Perception towards Service Quality of E-Banking in Shimla District of Himachal Pradesh

Abstract

E-Banking is a popular banking service all over the world nowadays because of its convenience and great benefits for both banks and customers. Internet banking provides customers the advantages of anywhere, anytime banking and also provides bankers with the facility of paperless banking and avoids the inconvenience of services. The Promotion of online banking technology enabled the banks to enhance its operations with cost cutting effectively and efficiently in order to handle banking affairs via online banking channel. Customers are being facilitated by reducing their visits in banks and they can carry out their transactions via internet or ATM machines instead of personally visiting the branches. This paper analyzes the perception of customers regarding various components of services viz convenience, security and privacy, speed and accuracy and fees and charges of e-banking in Shimla district of Himachal Pradesh.