Volume -I , Issue -II, December 2013

SERVICE QUALITY OF BANKING SECTORS DUE TO IT ADOPTIONline

AJAY KUMAR BEHERA, NARAYAN C. NAYAK AND HARISH C. DAS

The purpose of this research paper is to measure service quality due to the adoption of high end information technology(IT) in the banking sectors of Bhubaneswar, odisha, India .The research was done among the customers who deal with e-banking services. The sample of study mainly constituted of customers of banks within Bhubaneswar. The respondents of the study were customers of banks using e-banking services (ATM, internet banking, mobile banking).The sample in this study consisted of 128 respondents who are users of the e-banking services. The data collected was analyzed by use of means, percentages, frequency and correlation analysis. From the analysis it is suggested that, secure services as the most important dimension, followed by convenient location of ATM, efficiency, ability to open accounts so that transactions can be effective within no time, auntheticity of records, user friendly, ease of use, complaint satisfaction, accurate transactions and operation in minimal time.

Information Technology, Service Quality , Banking sectors, Bank performance

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