A study on the gap analysis of customers and managers on internet banking services
Dr. P Gisha
This paper analysis the gap between the customer’s perception and banker’s expectation on internet banking services. At present technology has become the key driver in the banking industry as it has created new business models, processes and also revolutionized distributional channels. The evolution of internet banking has altered the nature of personal-customer banking relationships and it has a number of advantages over traditional banking delivery channels. There are various types of products and services offered by internet banking, but the customers are not aware of all these services, and the usage of these services does not go with customer expectations. The relationship between banker and customer needs to be developed. To get the highest satisfaction on the net banking services, a customer should have complete knowledge and awareness on various products and services offered by the bank and the bankers should have the ability to identify the type of service needed by a customer and render the same to his satisfaction.