Internet Banking and Customer Satisfaction

This book provides pre and post independence banking scenario, pre and post nationalized period banking scenario and banking sector reforms after 1991 – post liberalization era. The authors have dealt with the current issues in Indian Banking, future of Indian Banking sector, the concept of e-banking, legal issues in e-banking with e-banking challenges and various types of risk associated with it, along with highlights of internet service weaknesses. The authors have highlighted the service quality model "SERVQUAL" by Parasuraman et al and made a further improvement on it with the adding up of some new attributes and applied it in the banking services to measure customer satisfaction. This book is highly useful for academicians, professionals, bankers, policy makers and especially for research scholars in this field globally.