The Role of E-Banking and E-Payment Facilities in Customer Satisfaction in Private Banks

International Journal of Humanities and Social Science
© 2017 by SSRG - IJHSS Journal
Volume 4 Issue 5
Year of Publication : 2017
Authors : Dr. Sharon Valarmathi B, Oshin V T and Srinidhi Bhat
How to Cite?

Dr. Sharon Valarmathi B, Oshin V T and Srinidhi Bhat, "The Role of E-Banking and E-Payment Facilities in Customer Satisfaction in Private Banks," SSRG International Journal of Humanities and Social Science, vol. 4,  no. 5, pp. 64-73, 2017. Crossref,


Internet banking is gaining momentum over conventional banking especially since everyone now has a smart phone through which e-banking facilities are easily accessible. Banks gain a competitive advantage by providing greater quality of services which increases customer satisfaction. An array of services including account opening, fund transfer, payments of bills, recharging phones, balance inquiry, etc. can now be done at a quicker pace and more conveniently through e-banking or electronic banking. NEFT, RTGS, SWIT and Mwallets are the other e-payment facilities provided by banks. This paper aims to identify the reasons for adopting e-payment facilities and the customer satisfaction level with respect to them. The main reason for customers adopting these facilities is due to its characteristic of instant payment facility followed by the convenience and time-saving aspect, the 24/7 availabilities of these services, lower risk regarding loss and theft and finally minimum service charges.


Customer satisfaction, e-banking, NEFT, RTGS, SWIFT, M-wallet, e-payment, private sector banks, instant payment, card schemes.


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