The use of IT in the banking sector has contributed to the emergence of more flexible and user-friendly self-service banking technologies (SSBT) to address the rapid and changing needs of banking customers. The emergence of SSBT such as ATM, internet banking (IB) and mobile banking (MB) ushered the concept of anytime and anywhere banking. IB uses the Internet to deliver banking services to customers irrespective of their geographical location. The present study is a customer-centric study to validate a scale for measuring the problems associated with the use of IB and their effect on customer satisfaction. The study identified four problems, namely, customer support problems, service problems, web-based problems and password problems. Customer support problems and web-based problems have significant negative effect on customer satisfaction and hence these hinder customer satisfaction.
AjayP., & GarimaM. (2008). Empirical study of internet banking in India. CURIE, BITS Pilani, 1(3), 83–92.
2.
AjimonG., & GireeshK.G.S. (2013). Antecedents of customer satisfaction in internet banking: Technology acceptance model (TAM) redefined. Global Business Review, 14(4), 627–638.
3.
Aldas-ManzasnoJ., Navarre-LassalaC., Mafe-RuizC., & Blas-SanzS. (2009). Key drivers of internet banking services use. Online Information Review, 33(4), 672–695.
4.
Al-GhataniS., & KingM. (1999). Attitudes, satisfaction and usage: Factors contributing to each in the acceptance of information technology. Behaviour & Information Technology, 18(4), 277–297.
5.
Al-SomaliS., A., GholamiR., and CleggB. (2009). An investigation into the acceptance of online banking in Saudi Arabia. Technovation, 29(2), 130–141
6.
AlreckP., & SettleR. (1985). The survey research hand book. Chicago: Irwin.
7.
AndersonR.E., & SrinivasanS.S. (2003). E-satisfaction and E-loyalty: A contingency framework. Psychology and Marketing, 20(2), 99–123–128.
8.
ArasliH., Mehtap-SmadiS., & KatirciogluS.T. (2005). Customer service quality in the Greek Cypriot banking industry. Managing Service Quality, 15(1), 41–56.
9.
AwamlehR., & FernandesC. (2006). Diffusion of internet banking amongst educated consumers in a high income non-OECD country. Journal of Internet Banking and Commerce, 11(3), 1–17. Retrieved from http://www.arraydev.com/commerce/JIBC/2006-12/Awamleh.html (accessed on 02May2013).
10.
BentlerP.M. (1989). EQS, structural equations, program manual (Version 3.0). Los Angeles: BMDP Statistical Software, Inc.
11.
BentlerP.M. (1992). On the fit of models to covariances and methodology to the bulletin. Psychological Bulletin, 112(3), 400–404.
12.
BloemerJ., De RuyterK., & PeetersP. (1998). Investigating drivers of bank loyalty: The complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing, 16(7), 276–286.
13.
BomilS., & IngooH. (2002). Effect of trust on customer acceptance of internet banking. Electronic Commerce Research and Applications, 1(1), 247–263.
14.
ChengT.C.E., LamD.Y.C., YeungA.C.L. (2006). Adoption of internet banking: an empirical study in Hong Kong. Decision Support Systems, 42(3), 1558–72.
15.
ChurchillG.A. (1987). Marketing research: Methodological foundations (5th ed). New York: The Dryden Press.
16.
CroninJ.J., & TaylorS.A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68.
17.
CulibergB., & RojsekI. (2010). Identifying service quality dimensions as antecedents to customer satisfaction in retail banking. Economic and Business Review, 12(3), 151–156.
18.
DavisF. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.
19.
DemirbagM., KohS.C., TatogluE., & ZaimS. (2006). TQM and market orientation’s impact on SMEs’ performance. Industrial Management and Data Systems, 10(8), 1206–1228.
20.
DevarajS., FanM., & KohliR. (2002). Antecedents of B2C channel satisfaction and preference: Validating e-commerce metrics. Information Systems Research, 13(3), 316–333.
21.
DubeT., ChituraT., & RunyowaL. (2009). Adoption and use of internet banking in Zimbabwe: An exploratory study. Journal of Internet Banking and Commerce, 14(1), 1–13. Retrieved from http://www.arraydev.com/commerce/jibc/2009-04/Dube%20etal.pdf (accessed on 17April2013).
22.
FornellC., & LarckerD.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.
23.
GarsonD. (2010). Multiple regression. Retrieved from http://faculty.chass.ncsu.edu/garson/PA765/regress.htm (accessed on 13July2010).
24.
GeetikaT.N., & AshwaniU. (2008). Internet banking in India: Issues and prospects. The Icfai Journal of Bank Management, 7(2), 47–61.
25.
GefenD., KarahannaE., & StraubD.W. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27(1), 51–90.
26.
GerrardP., CunninghamJ.B., & DevlinJ.F. (2006). Why consumers are not using internet banking: A qualitative study. Journal of Services Marketing, 20(3), 160–168.
27.
GeorgeA. & KumarG.S.G. (2013). Antecedents of customer satisfaction in internet banking: Technology acceptance model.
28.
GuozhangZ., FamingZ., Xi-Wang, & Ya-Zhang. (2008). Research on factors affecting customer’s interactions with online bank. Downloaded from IEEE Xplore from Indian Institute of Management, Calicut. http://ieeexplore.ieee.orgDOI:10.1109/WiCom.2008.1990 (accessed 19March2011).
29.
GuptaK.K., & BansalI. (2012). Development of an instrument to measure internet banking service quality in India. Journal of Arts, Science & Commerce, 3(2/2), 11–25.
30.
GuptaP.K., & IslamiaJ.M. (2008). Internet banking in India—Consumer concerns and bank strategies. Global Journal of Business Research, 2(1), 44.
31.
HairJ.F., AndersonR.E., TathamR.L., & BlackW.C. (1992). Multivariate data analysis with readings (3rd ed.). New York: Macmillan.
32.
HairJ.F., AndersonR.E., TathamR.L., & BlackW.C. (1998). Multivariate data analysis (5th ed.). Upper Saddle River, NJ: Prentice-Hall.
33.
HairJ.F., BlackW.C., BabinB.J., AndersonR.E., & TathamR.L. (2006). Multivariate data analysis (6th ed.). Upper Saddle River, NJ: Pearson Prentice Hall.
34.
HairJ.F., BlackW.C., BabinB.J., & AndersonR.E. (2010). Multivariate data analysis: A global perspective (7th ed.). Upper Saddle River, NJ: Pearson Education.
35.
HooperD., CoughlanJ., & MullenM.R. (2008). Structural equation modelling: Guidelines for determining model fit. The Electronic Journal of Business Research Methods, 6(1), 53–60.
36.
HuaG. (2009). An experimental investigation of online banking adoption in China. Journal of Internet Banking and Commerce, 14(1), 1–12. Retrieved from http://www.arraydev.com/commerce/jibc/2009-04/Online%20Banking_ghua.pdf (accessed on 10January2013).
37.
HuL.T., & BentlerP.M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1–55.
38.
Indian Banks Cash in on Delivery Channels. (2002, December2). Express computer. Retrieved from http://www.expresscomputeronline.com/20021202/banks1.shtml (accessed on 13March2011).
39.
JunM., & CaiS. (2001). The key determinants of internet banking service quality: A content analysis. International Journal of Bank Marketing, 19(7), 276–291.
40.
KadirH.A., RahmaniN., & MasinaeiR. (2011). Impacts of service quality on customer satisfaction: Study of online banking and ATM services in Malaysia. International Journal of Trade, Economics and Finance, 2(1), 1–9.
41.
KentE., KatriK., & DanielN. (2005). Customer acceptance of internet banking in Estonia. International Journal of Bank Marketing, 23(2), 200–216.
42.
KhanM.S., MahapatraS.S., & Sreekumar. (2009). Service quality evaluation in internet banking: An empirical study in India. International Journal of Indian Culture and Business Management, 12(1), 30–46.
43.
LaukkanenP., SinkkonenS., & LaukkanenT. (2008). Consumer resistance to internet banking: Postponers, opponents and rejectors. The International Journal of Bank Marketing, 26(6), 440–455.
44.
LeeM.C. (2009). Factors influencing the adoption of internet banking. An integration of TAM and TPB with perceived risk and perceived benefit. Electronic Commerce Research and Applications, 8(3), 130–141.
45.
LiaoZ., & CheungM.T. (2008). Measuring consumer satisfaction in internet banking: A core framework. Communications of the ACM, 51(4), 47–51.
46.
LoonamM., & O’LoughlinD. (2008). Exploring e-service quality: A study of Irish online banking. Marketing Intelligence and Planning, 26(27), 759–780.
47.
MannanS.A. (2010). Technologies in Indian banks and customers’ perception: An empirical study in Maharashtra. Proceedings from Faculty of Commerce & Management Studies. University of Kelaniya: International Conference on Business and Information, Sri Lanka.
48.
Manzasno-AldasJ., Navarre-LassalaC., Mafe-RuizC., & Blas-SanzS. (2009). Key drivers of internet banking services use. Online Information Review, 33(4), 672–695.
49.
NunnallyJ.C. (1978). Psychometric theory. New York: McGraw-Hill.
50.
NupurJ.M. (2010). E-banking and customers’ satisfaction in Bangladesh: An analysis. International Review of Business Research Papers, 6(4), 145–156.
51.
NuseirM.T., AkroushM.N., MahadinB.K., & BatainehA.Q. (2010). The effect of e-service quality on customer’s satisfaction in banks operating in Jordan: An empirical investigation of customers’ perspective. International Journal of Services, Economics and Management, 2(1), 80–108.
52.
OmbatiT.O., MagutuP.O., NyamwangeS.O., & NyaogaR.B. (2010). Technology and service quality in the banking industry. African Journal of Business Management (AJBUMA), 1, 151–164.
53.
OzdemirS., & TrottP. (2009). Exploring the adoption of a service innovation: A study of internet banking adopters and non-adopters. Journal of Financial Services Marketing, 13(4), 284–299.
54.
PadachiK., RojidS., & SeetanahB. (2008). Investigating into the factors that influence the adoption of internet banking in Mauritius. Journal of Internet Business, 5, 99–120.
55.
PattersonP.G., JohnsonL.W., & SprengR.A. (1997). Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of the Academy of Marketing Science, 25(1), 4–17.
56.
PikkarainenT., PikkarainenK., KarjalutoH., & PahnilaS. (2004). Consumer acceptance of online banking: An extension of the technology acceptance model. Internet Research: Electronic Networking Applications and Policy, 14(3), 224–235.
57.
PrasadM.A., & HarishK.S. (2010). E-banking channels, a study on user perceptions. Professional Banker, March issue, 46–54.
58.
Press Trust of India. (2012, September13). Large cash market main driver of corruption: RBI. The Hindu. Retrieved from http://www.thehindu.com/business/Economy/article3892847.ece?css=print. (accessed on 13September2012).
59.
RamayahT., IsmailN., & LingK.P. (2002). An exploratory study of internet banking in Malaysia. Proceedings from the 3rd International Conference on Management of Innovation and Technology (ICMIT’02 and ISMOT’02), Hangzhou City.
60.
RBI. (2009). Branch Banking Statistics, 4, 43–45. Retrieved from https://www.rbi.org.in/scripts/AnnualPublications.aspx?head=Branch%20Banking%20Statistics (accessed on 24June2012).
61.
RenatoR. (1998, September17). Building the framework for a global electronic market place. World Trade Organization. Retrieved from http://www.wto.org/english/news_e/sprr_e/berli2_e.htm. (accessed on 9March2011).
62.
RustR.T., & ZahorikA.J. (1993). Customer satisfaction, customer retention, and market share. Journal of Retailing, 69(2), 193–215.
63.
SabahA.A., RoyaG., & BenC. (2009). An investigation into the acceptance of online banking in Saudi Arabia. Technovation, 29, 130–141.
64.
SafeenaR., DateH., & KammaniA. (2011). Internet banking adoption in an emerging economy: Indian consumer’s perspective. International Arab Journal of E-Technology, 2(1), 56–64.
65.
SantouridisI., TrivellasP., & ReklitisP. (2009). Internet service quality and customer satisfaction: Examining internet banking in Greece. Total Quality Management & Business Excellence, 20(2), 223–239.
66.
SBT. (2012, April23). Annual report 2011–2012. Author. Retrieved from http://www.statebankoftravancore.com/portal/documents/70935/94089/ar2012_eng.pdf/d2917d8a-67bb-4183-b3b8-76f22b164764 (accessed on 13April2013).
67.
SiuN.Y.M., & MouJ.C.W. (2005). Measuring service quality in internet banking: The case of Hong Kong. Journal of International Consumer Marketing, 17(4), 99–116.
68.
SohailM.S., & ShaikhN.M. (2008). Internet banking and quality of service, perspectives from a developing nation in the Middle East. Online Information Review, 32(1), 58–72.
69.
SrivastavaR. (2007). Customer’s perception on usage of internet banking. Innovative Marketing, 3(4), 67–73.
70.
SudeepS. (2011). Internet banking and customer acceptance: The Indian scenario. Doctoral dissertation. Retrieved from http://dyuthi.cusat.ac.in/xmlui/bitstream/handle/purl/2011/Dyuthi-T0419.pdf?sequence=6 (2008) (accessed on 25july2012).
71.
SuhB., & HanI. (2002). Effect of trust on customer acceptance of internet banking. Electronic Commerce Research and Applications, 1(3–4), 247–263.
72.
SujanaA. (2008). Adoption of internet shopping: Cultural considerations in India and Australia. Journal of Internet Banking and Commerce, 13(2), 1–17. Retrieved from http://www.arraydev.com/commerce/jibc/2008-08/Adapa.pdf (accessed on 25July2012).
73.
SunaynaK. (2009). Managing service quality: An empirical study on internet banking. The IUP Journal of Marketing Management, 8(3–4), 96–112.
74.
WangY., LoH.P., & HuiY.V. (2003a). The antecedents of service quality and product quality and their influences on bank reputation: Evidence from the banking industry in China. Managing Service Quality, 13(1), 72–83.
75.
WangY.S., WangY.M., LinH.H., & TangI. (2003b). Determinants of user acceptance of internet banking: An empirical study. International Journal of Service Industry Management, 14(5), 501–519.
76.
WinnieC., & JohnP. (2002). An evaluation of internet banking in New Zealand. Proceedings from the 35th Hawaii International Conference on System Sciences. Downloaded from IEEE Xplore from Indian Institute of Management, Calicut.
77.
YavasU., BenkensteinM., & StuhldreierU. (2004). Relationships between service quality and behavioral outcomes: A study of private bank customers in Germany. International Journal of Bank Marketing, 22(2), 144–157.
78.
YiY. (1990). A critical review of consumer satisfaction. In ZeithamlV.A. (Ed.), Review of marketing (pp. 68–123). Chicago, IL: American Marketing Association.
79.
YiuS.C., GrantK., & EdgarD. (2007). Factors affecting the adoption of internet banking in Hong Kong—Implications for the banking sector. International Journal of Information Management, 27(5), 336–351.
80.
YuC. (2008). Assessing and differentiating the quality of internet based services: A case of online banking in Taiwan. The Service Industries Journal, 28(5), 581–602.
