Author(s): K. Sreenivasa Murthy, M. Subramanyam
Internet banking is gaining a lot of momentum across the globe due to the safe and secure strategies of e-banking activities in India. The current study attempted to investigate the Impact of E-Banking Strategies on Customer Satisfaction in Selected Public and Private Sector Banks in India. Primary and secondary data are collected for analysis purposes. The primary data was collected from 1000 respondents (SBI 570 sample customers and KMBL 430 sample customers). To test the hypothesis, the mean, Standard Deviation and Coefficient of Variation are calculated for each e-banking strategy. The mean satisfaction of SBI and Kotak Mahindra Bank sample customers in terms of e-banking strategies or services was compared and found to be either negligible or the same. The State Bank of India (SBI) is India's largest public sector bank. As a result, SBI must exercise extreme caution in order to maintain its market position; otherwise, it will be forced to cede market share to other closely competing banks such as Kotak Mahindra Bank. As a result, it is suggested that banks improve their customer relationship management by establishing a rapport with customers at the branch level.