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Factors Influencing Online Banking Customer Satisfaction and Their Importance in Improving Overall Retention Levels: An Indian Banking Perspective

机译：影响网上银行客户满意度的因素及其在提高整体保留率方面的重要性：印度银行业的观点

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摘要

In recent years, the banking industry around the world has been undergoing a rapid transformation. The deepening of information technology has facilitated better tracking and fulfillment of commitments, multiple delivery channels for online customers and faster resolution of issues. In India too, the wave of deregulation in the early 1990s has created heightened competition and greater risks for banks and financial intermediaries. Today, customers expect higher quality services from banks which, if fulfilled, could result in significantly improved customer satisfaction levels. This empirical research study mainly focuses on investigating the major factors that influence online customers' satisfaction with the overall service quality of their banks. This study also helps in assessing the power of these factors in the context of Online(Internet) banking and would, therefore, help the bank management not only in improving the level of satisfaction but also strengthening the bond between the banks and their customers, thereby helping them to retain and/or expand their overall customer base.
机译：近年来，世界各地的银行业都在经历快速的转型。信息技术的不断深入促进了对承诺的更好跟踪和履行，在线客户的多个交付渠道以及更快地解决问题。同样在印度，1990年代初的放松管制浪潮也加剧了竞争，并给银行和金融中介机构带来了更大的风险。如今，客户期望银行提供更高质量的服务，如果这些服务得以实现，则可以显着提高客户满意度。这项实证研究主要集中于调查影响在线客户对其银行整体服务质量的满意度的主要因素。这项研究还有助于评估在线（Internet）银行环境中这些因素的力量，因此，不仅可以帮助银行管理层提高满意度，而且可以增强银行与其客户之间的联系，从而帮助他们保留和/或扩展他们的整体客户群。

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