Authors: Sukanya Kundu, Saroj K. Datta
Addresses: Faculty of Management Studies, Mody Institute of Technology and Science, Lakshmangarh – 332311, Rajasthan, India. ' Faculty of Management Studies, Mody Institute of Technology and Science, Lakshmangarh – 332311, Rajasthan, India
Abstract: Internet banking has experienced phenomenal growth in recent years. The paper has tried to identify the features which are affecting the experience of customers of Indian PSBs regarding payment systems of online banking. It has also studied the recent growth rate of payment systems of online banking. The research work is based on both primary data and secondary data. The paper points out that banking payment systems are making a shift towards paperless systems from paper-based systems. It also suggests that reliable network connection, improved privacy and security features and standardised process of online payment procedures are the crux to make it more customer-centric.
Keywords: customer experience; India; public sector banks; online payments; payment systems; customer-centric; ease of operation; privacy; security; electronic commerce; e-commerce; online banking; electronic banking; e-banking; technology acceptance models; Fred Davis; real time gross settlements; RTGS; national electronic fund transfers; NEFT; electronic payment systems; EPS; paperless systems; paper-based systems; reliable connections; network connections; standardised processes; standardisation; technology marketing; online consumers; virtual consumers; mobile consumers; social consumers; internet banking; world wide web.
International Journal of Technology Marketing, 2010 Vol.5 No.4, pp.345 - 362
Published online: 18 Apr 2011 *Full-text access for editors Access for subscribers Purchase this article Comment on this article