slugA Review On Information Communication Technology And Service Quality In The Banking Industry
Journal Title: International Journal of Management, IT and Engineering - Year 2011, Vol 2, Issue 5
Abstract
India is one of the fastest growing economy in the world. Adoption of new economic policies in the country has given immense opportunities to develop the country. To responds to today‟s dynamic business and competitive nature, many banks in India are providing e-banking to gain the customer‟s satisfaction and maximize profit. In ebanking system the bank has a centralized database that is web-enabled and provides e-services. E-services can be defined as “deed, effort or performance who utilizes Information and Communication Technology(ICT) which includes elements of e-tailing, customer support and service delivery.” While E-banking has improved efficiency and convenience, it has also posed several challenges to the regulators and supervisors. This paper is the review of researches carried out in the field of e-banking whose delivery is mediated by Information and Communication Technology (ICT). Authors discuss the number of researches carried out in the area of e-banking in terms of customer‟s perception towards e-services, technology, service quality, privacy and security. In this paper authors also describe how Information and Communication Technology (ICT) is important in e-banking to improve the performance and efficiency of banking transactions and to bring new quality to services as it re-organizes knowledge and effectively incorporates intelligent access to and use of the data in e- banking.
Authors and Affiliations
Ms. Poonam Sawant, Prof. P. G. Tandale and Dr. R. V. Kulkarni
Keywords
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