Customer Satisfaction on Internet Banking Services Specific to State Bank of India
Author : Pooja Shankar Pujari, Kashibai Amrut Pujari and Shankar Amrut Pujari
Abstract :
This research paper delves into the evolving landscape of banking, focusing on the transformative impact of new technologies, specifically in the realm of internet banking. The paper begins by elucidating the core meaning and historical origins of banks, highlighting their pivotal role as financial intermediaries and custodians of monetary transactions. The evolution of the banking sector is traced through distinct phases, from pre-independence to post-liberalization eras, capturing its dynamic shifts and adaptations.
The paper then narrows its focus to the emergence of new banking technologies and their profound implications. The advent of fintech, driven by mobile platforms and digital innovations, has redefined traditional banking paradigms. The paper examines the major technological advancements witnessed in the Indian banking sector over the past two decades, showcasing the transition from exclusive banking to inclusive mass banking.
The study places a special emphasis on key technological advancements, including blockchain, artificial intelligence, mobile banking, customer relationship management (CRM), cybersecurity, and upgraded ATMs. Each technology's potential impact on banking processes, security, customer service, and operational efficiency is thoroughly analyzed.
Furthermore, the paper explores the rise of internet banking as a revolutionary force. It outlines the convenience and security facets of internet banking, including 24/7 availability, transaction tracking, and seamless financial interactions. The types of internet banking services, such as National Electronic Fund Transfer (NEFT), Real Time Gross Settlement (RTGS), and others, are examined in detail.
The research culminates in a SWOT analysis of the State Bank of India (SBI Bank), the country's largest financial institution. This analysis encapsulates the bank's strengths, weaknesses, opportunities, and threats in the context of the evolving banking landscape.
In essence, this paper sheds light on the dynamic interplay between traditional banking and technological disruption, emphasizing the pivotal role of internet banking in reshaping financial interactions and services.
Keywords :
Banking technology, internet banking, fintech, blockchain, State Bank of India
