Behavioral Intention and Customer Satisfaction toward Self Service Banking Technologies: An Empirical Study

Dr. Sharda Haryani, Dr. Sukhjeet Kaur Matharu, Dr. Prateek Sharma, Amber Tiwari and Bhavya Bhatt

Countries economic development cannot be thought of without Banks. Many scientists recognized many factors influencing the implementation of internet banking in the nation, but not many studied the clients of business banking. Commercial banks classify customers in two broad categories i.e. saving account customer and current account customer. Businessmen operate their regular financial transactions from the current account. There are many variants which bank offers to businessmen. Such customers are knows as business banking customers. Business Banking accounts are the major contributors toward the revenue for any commercial bank, since number and value to transaction done are considerably higher than retail banking customers. It has been observed that banks put utmost efforts to ensure satisfaction of such group of customers. Indian banks go through a extremely competitive landscape that has been studied here. Every year banks lose 8% of their customers (Storbacka, 2000), Therefore, literature urged the problem of business banking client satisfaction in retail banking in the town of Indore to be clarified more clearly. The aim of this article is to define factors affecting the satisfaction of business banking customers in retail banks in Indore City and analyze their level of satisfaction through a regression analysis. The study found the effect of customer satisfaction on future behavioral intentions. The respondents are selected through non Probability Judgmental sampling. It consists of only business banking consumers of Public and Private sector banks. The study highlights the factors affecting business banking consumer satisfaction and put forward suggestions to banks for improvisation of Specific service parameters to enhance general customer satisfaction and thereby their future behavioral intentions.

Volume 11 | 11-Special Issue

Pages: 6-14

DOI: 10.5373/JARDCS/V11SP11/20192922