Introduction:
The present empirical study focuses on identifying key factors that have influences customers satisfaction in alternative banking service provided by State Bank of India (SBI). For the purpose of the present study primary data were collected using Likert scale based questionnaire. Now, Indian banks are investing heavily in the technologies such as branch automation and computerization, core banking, tele-banking, mobile banking (M-banking), internet banking, automated teller machine (ATMs), data warehousing etc. ICT innovations in the previous few years have changed the landscape of banks in India (Mittal and Dhingra, 2007; Kour and Kour, 2011). Today public sector and private sector banks are offering online banking services. Various alternative channels to provide easy and any where banking are properly thought of. The process of bank computerization was started since 1985 in public sector banks in India. However, some private sector banks have started computerization prior to the public sector banks in India. The banks in India are using ICT not only to improve their own internal processes but also to increase facilities and services to their customers.
A customer satisfaction is an ambiguous and abstract concept. Actual manifestation of the state of satisfaction will vary from person to person, product to product and service to service. The state of satisfaction depends on a number of factors which consolidate as psychological, economic and physical factors. The quality of service is one of the major determinants of the customer satisfaction, which can be enhanced by using ICT available to survive. The banks in India are using Information Technology (IT) not only to improve their own internal processes but also to increase facilities and services to their customers1. Particularly, in the banking sector ICT is one of the most important tools, because it provides many suitable alternative banking channels to the customers. It brings connivance, customer centricity, enhance service quality and cost effectiveness in the banking services. Even now, customers are evaluating their banks based on availability of high-tech services. Therefore, implementation of ICT in the banking business continues to improve the banking service. Many researchers from USA, UK, Finland, Malaysia, Taiwan, etc. have proved that the use of technology positively affects the customers’ satisfaction in banking industry. But some researches evidenced that, technology based banking service can‘t satisfy the each and every need of the customers’ and each type of customers‘. There are may be some possibilities of gaps between customers’ expectations and actual service perception in ICT based banking service, which leads to customer dissatisfaction.
Number of Pages of Project Report: 73
Package Includes: Synopsis/ Project Proposal + Project Report
Project Format: Document (.doc)
Table of Contents of Project Report:
EXECUTIVE SUMMARY
CHAPTER 1: INTRODUCTION
1.1 DIFFERENT ALTERNATE CHANNELS
1.2 IMPORTANCE OF COST FACTOR OF BRANCHES WITH ALTERNATE CHANNEL
1.3 RATIONALE OF THE STUDY
1.4 OBJECTIVES OF THE STUDY
CHAPTER 2: REVIEW OF LITERATURE
CHAPTER 3: THEORETICAL PERSPECTIVE
3.1 ATM
3.2 Phone Banking (Call Centre)
3.3 Internet (Online) Banking
3.4 Mobile Banking
3.5 The Banking Process
CHAPTER 4: BANKING IN INDIA
4.1 HISTORY OF BANKING IN INDIA
4.2 BANKS IN INDIA
4.3 BANKING SERVICES IN INDIA
4.4 RESERVE BANK OF INDIA
4.5 NATURE OF BANKING IN INDIA
CHAPTER 5: THE ORGANISTAION ‘SBI’
5.1 OVERVIEW
5.2 HISTORY
5.3 BUSINESS
5.4 FIRST FIVE YEAR PLAN
5.5 COMPETITORS
5.6 SWOT Analysis
5.7 DIFFERENT PRODUCTS OF SBI
CHAPTER 6: RESEARCH METHODOLOGY
6.1 PROBLEM STATEMENT
6.2 RESEARCH PARAMETERS
6.3 DATA COLLECTION
6.4 SAMPLE SIZE
6.5 SAMPLING TECHNIQUE
6.6 DATA COLLECTION
6.7 DATA ANALYSIS
6.8 DATA INTERPRETATION
6.9 CLASSIFICATION & TABULATION OF DATA
6.10 STATISTICAL TOOLS USED FOR ANALYSIS
6.11 RESEARCH SCOPE
6.12 HYPOTHESES
6.13 RESEARCH MODEL
CHAPTER 7: DATA ANALYSIS
CHAPTER 8: FINDINGS
Research Results and Discussion
CHAPTER 9: LIMITATIONS OF THE STUDY
CHAPTER 10: RECOMMENDATIONS
CHAPTER 11: CONCLUSIONS
BIBLIOGRAPHY
