Evaluation of Service Quality in Internet Banking
Evaluation of Service Quality in Internet Banking
1. Introduction:
1.1 Background
1.1.1 Banks have conventionally been in the vanguard of harnessing technology to develop their products, services and competence. They have, over a long time, been using electronic and telecommunication networks for delivering a extensive variety of value added products and services. The delivery channels include direct dial – up connections, private networks, public networks etc and the devices include telephone, Personal Computers including the Automated Teller Machines, etc. With the popularity of PCs, easy access to Internet and World Wide Web (WWW), Internet is progressively more used by banks as a channel for receiving instructions and delivering their products and services to their clientele. This form of banking is generally referred to as Internet Banking, although the range of products and services offered by different banks vary broadly both in their content and superiority.
1.1.2 Broadly, the levels of banking services offered through Internet can be categorized into three types: (i) The Basic Level Service is the banks’ websites which disseminate information on different products and services offered to customers and members of public in general. It may receive and reply to customers’ queries through e-mail, (ii) In the next level are Simple Transactional Websites which allow customers to submit their instructions, applications for different services, queries on their account balances, etc, but do not permit any fund-based transactions on their accounts, (iii) The third level of Internet banking services are offered by Fully Transactional Websites which allow the customers to operate on their accounts for transfer of funds, payment of different bills, subscribing to other products of the bank and to manage purchase and sale of securities, etc. The above forms of Internet banking services are offered by traditional banks, as an additional method of serving the
1. Introduction:
1.1 Background
1.1.1 Banks have conventionally been in the vanguard of harnessing technology to develop their products, services and competence. They have, over a long time, been using electronic and telecommunication networks for delivering a extensive variety of value added products and services. The delivery channels include direct dial – up connections, private networks, public networks etc and the devices include telephone, Personal Computers including the Automated Teller Machines, etc. With the popularity of PCs, easy access to Internet and World Wide Web (WWW), Internet is progressively more used by banks as a channel for receiving instructions and delivering their products and services to their clientele. This form of banking is generally referred to as Internet Banking, although the range of products and services offered by different banks vary broadly both in their content and superiority.
1.1.2 Broadly, the levels of banking services offered through Internet can be categorized into three types: (i) The Basic Level Service is the banks’ websites which disseminate information on different products and services offered to customers and members of public in general. It may receive and reply to customers’ queries through e-mail, (ii) In the next level are Simple Transactional Websites which allow customers to submit their instructions, applications for different services, queries on their account balances, etc, but do not permit any fund-based transactions on their accounts, (iii) The third level of Internet banking services are offered by Fully Transactional Websites which allow the customers to operate on their accounts for transfer of funds, payment of different bills, subscribing to other products of the bank and to manage purchase and sale of securities, etc. The above forms of Internet banking services are offered by traditional banks, as an additional method of serving the
References: 1. http://www.worldjute.com/ebank.html 2. http://www.academon.com/Research-Paper-Internet-Banking/25315 3. http://ivythesis.typepad.com/term_paper_topics/2010 4. International Journal of Indian Culture and Business Management, Vol. 2, No. 1, 2009 5. The Journal of Internet Banking & Commerce