Mittal, Gera, and Batra (2015)conducted a research with a purpose to extract and validate the dimensions of servicequality in retail banking services in India. The analysis was conducted usingstructural equation modelling.The second order model was compared to the firstand the traditional model of service quality, and it was found that thesecond-order service quality model was more relevant as it consisted of fiveprimary dimensions: Service delivery, tangibles, reliability, core service, andcompetence.Sharma and Verma (2015) studied about the commercial banks in India.The authors applied the SERVQUAL multi-item scale model.

The scale consists offive parameters, that is, tangibility, reliability, responsiveness, assurance,and empathy. The study conducted a comparative analysis of extent of servicequality in private and public sector banks in Punjab. Primary data wascollected from 200 top managers of private as well as public sector banks. Itwas found that among all the five factors of the SERVQUAL model, responsivenessacted as a dominant factor and had a greater impact on customers’ expectedlevel of satisfaction and service quality. Garg, Rahman, and Qureshi (2014)investigated regarding the customer experience in Indian banks.

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Their study examinedthe 14 factors of customer experience and identified their impact on customersatisfaction. ANOVA test was applied to identify the relationship betweenexperience factors and demographics of respondents. The findings of the studypresented a 14 factor reliable and valid customer experience scale among which”convenience” as the most significant among all the factors. Camilleri, Cortis,and Fenech (2013) in their research paper based on customers’ satisfaction inMaltese Banks mainly focused on two major things : service quality and Internetbanking. The primary data was collected with the help of a structuredquestionnaire designed on the Likert scale, using the convenience samplingmethod. The study found that the customers needed improvement on issues likereliability, access, cost, security, convenience, andhaving the service recommended byacquaintances. Dhurup, Surujlal, and Redda (2014) in their research paper basedon South African banks provided an insight into customer perceptions oftechnology-based banking service quality. Factor analysis was used to analyzethedata of 180 respondents.

Theextracted factors were assurance, responsiveness, ease of use, accessibility, fulfillment,speed and accuracy, and contact. The results showed that regular assessment ofthe levels of Internet banking service quality should become an integral partof any bank’s efforts and strategy in improving service quality levels.Sindhu (2013) conducted a researchwork with the aim of understanding and comparing the perception towards and theacceptability of E-banking. F testwas used to analyze the data of 200 customers collected through quota samplingtechnique in Ludhiana, Punjab.

It was found that banks must put in efforts toimprove certain issues likethe security in online fundtransfer, speedy cheque transfer via ATM, speed of online problemidentification and awareness. Sumathi and Thyagarajan (2013) conducted aresearch in Coimbatore city to identify ways to retain and satisfy customers.Chi- Square test, discriminate analysis, and Garrett’s ranking technique wereused to analyze data of 300 customers collected through the convenient samplingmethod. The major findings of the study were that thebank officials need to educate theircustomers regarding technological development.Fozia (2013), in her research study,attempted to determine customers’ perception towards the e-banking services.ANNOVA was used to analyze the data collected from 196 customers. The resultsproposed thatbehaviour, specifically occupation and age significantly impactedInternet banking.

Finally, this paper suggested that an understanding about thecustomers’ perception regarding the e-banking services of public and privatebanks will help the bankers to understand the customers’ needs in a better way.Nimako, Gyamfi, and Wandaogou (2013) empirically examined customer satisfactionwith Internet banking in the Ghanaian banks. One-Way ANOVA and Kruskal-WallisANOVA were used to analyze the data of 200 respondents of two banks.

It wasfound that customers were dissatisfied with the promptness of reception ofresponses tocustomer request, online guidance toresolve problems, offering of preferentially lower fees/ rates and charges, andreasonability of the transaction fee for online banking transactions.Sharma and Thakur (2012) propoundedthat their analysis measured awareness, perception, and the satisfaction levelof the employees’ with respect to IT services offered by the public and privatesector banks in Jaipur city. Their study was divided into four major segments -strategic advantages of information technologies, technological details andcapacity of the organization, decision making process, and motivations toward informationtechnology.


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