• Dr Rameesha Kalra

Banking, worldwide has been changing at a spectacular pace. While deregulation has opened up new avenues for banks, it has also entailed greater competition and consequently greater risks. Indian banking sector has undergone tremendous changes in the past decade. Banking is no longer confined to operate in a protected environment. Liberalization and globalization have exposed banking industry to various challenges. Change revolution started with the introduction of computers at bank branches. Customers’ awareness level has made them demanding. Their needs and requirements are changing everyday. Survival of fittest is the mantra everywhere and banks have no choice but to innovate themselves. Innovation in their products and services will give them an edge above their competitors and serve a dual purpose of improved efficiency and customer satisfaction. This has led to the development of many new products and services by various banks in India. The present study is an attempt to study the evolution of banking industry and innovative banking practices introduced by banks in India. Also the study is an attempt to compare the e-banking services offered by public as well as private sector banks. The study concluded that a majority of the customers are happier with the services of private sector banks. The study proposed a regression model of customer satisfaction and offered suggestions to the banks to improve their e-banking services.

Banking, e-banking, NEFT, RTGS, ATMs, branch banking, SERVPERF, Artificial Intelligence

"Beyond the branch: A Study of Innovative Practices in Banking Services in India ", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 1, page no.664-674, January-2019, Available :http://www.jetir.org/papers/JETIR1901289.pdf

"Beyond the branch: A Study of Innovative Practices in Banking Services in India ", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 1, page no. pp664-674, January-2019, Available at : http://www.jetir.org/papers/JETIR1901289.pdf