Customers’ Opinion on Online Banking Service Quality - A Study in Selected Cities of Kerala

Abstract

Now a day, the banking industry faces numerous challenges. It has intense competition. The foreign banks and Private sector Banks started offering many innovative services. The Public sector and SBI banks need to cope up with them. Customers have adequate financial literacy. In the era of connected world, the technology plays a vital role in customer service especially on online banking. When Banks like to retain its customers, satisfaction of customers is essential. The loyalty building is a difficult as well as an important exercise for bankers. The service quality is a tool through which loyalty can be developed. So service quality in online banking is the thrust area for Bankers and Academicians too.