6.[45-54]Factors Influencing Online Banking Customer Satisfaction and Their Importance in Improving Overall Retention Levels

Information and Knowledge Management www. iiste. org ISSN 2224-5758 (Paper) ISSN 2224-896X (Online) Vol 1, No. 1, 2011 45 | P a g e www. iiste. org Factors Influencing Online Banking Customer Satisfaction and Their Importance in Improving Overall Retention... More

Information and Knowledge Management www. iiste. org ISSN 2224-5758 (Paper) ISSN 2224-896X (Online) Vol 1, No. 1, 2011 45 | P a g e www. iiste. org Factors Influencing Online Banking Customer Satisfaction and Their Importance in Improving Overall Retention Levels: An Indian Banking Perspective Shah Ankit 7 Jawahar Society, R. V. Desai Road, Near Gangotri Appartments, Vadodara – 390 001, Gujarat, India. Tel: +919427369729 E-mail: princeof21cen@yahoo. com Abstract 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 Less