E BANKING SERVICES AND CUSTOMER SATISFACTION - A STUDY WITH REFERENCE TO SELECT PUBLIC AND PRIVATE BANKS IN INDIA

The purpose of this study is to examine customer satisfaction and their willingness to use the e-banking services provided by SBI bank and Kotak Mahindra Bank. For this study1000 sample were collected 570 form SBI and 430 from Kotak Mahindra bank. After analysing the questionnaire results, the researcher concludes that e-banking customers are satisfied with the e-banking products, perceived ease of use, website design, security and privacy, perceived cost, responsiveness, and computer selfefficacy. The mean satisfaction of sample customers of SBI and Kotak Mahindra Bank in modes of e banking or services of e banking was compared and found that it was either negligible or same. SBI is India's number one public sector bank. Therefore, SBI should be very careful to retain that position; otherwise it has to sacrifice its market share to other closely competing banks like Kotak Mahindra bank. Therefore, it is suggested that the banks have to strengthen their customer relation management by building a rapport with the customers at branch level. As a result, significant efforts should be made to educate them about various e-banking channels through publicity and advertising. The bank should educate the customer on how to use e-banking services and the benefits of doing so.