• Prof. (Dr.) Rajeev Bhardwaj
• Dr. Akshya Singh

Indian economy is witnessing good growth over the last few years. Internet adoption among Indians has been growing over the last one decade. Indian banks have also risen to the occasion by offering latest channels of delivery to their customers. Internet banking is one of such new channel which has become available to Indian customers. Customer acceptance for internet banking has been good so far. The result of the study would be useful for Indian banks in planning and improving their internet banking service. Banks could increase internet banking adoption by making their customer conscious about the usefulness of the service. It is observed from the study that the variable perceived usefulness has an encouraging influence on internet banking use, therefore internet banking acceptance would boost when customers find it more useful. Proper marketing communications which would augment consumer awareness would result in better acceptance of internet banking. The variable perceived ease of use had an affirmative influence on internet banking use. That means customers would raise internet banking usage when they find it easier to use. Banks should consequently try to build up their internet banking site and interface easier to use.

INTERNET BANKING SERVICE QUALITY AND ITS MEASURES IMPACTING CUSTOMER RELATIONSHIP & THEIR SATISFACTION

"INTERNET BANKING SERVICE QUALITY AND ITS MEASURES IMPACTING CUSTOMER RELATIONSHIP & THEIR SATISFACTION", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 5, page no.353-368, May-2019, Available :http://www.jetir.org/papers/JETIR1905350.pdf

"INTERNET BANKING SERVICE QUALITY AND ITS MEASURES IMPACTING CUSTOMER RELATIONSHIP & THEIR SATISFACTION", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 5, page no. pp353-368, May-2019, Available at : http://www.jetir.org/papers/JETIR1905350.pdf