International Journal of Scientific & Technology Research

Home About Us Scope Editorial Board Blog/Latest News Contact Us
10th percentile
Powered by  Scopus
Scopus coverage:
Nov 2018 to May 2020


IJSTR >> Volume 2- Issue 5, May 2013 Edition

International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616

The Adoption Of Electronic Banking (E-Banking) In Odisha, India

[Full Text]



Sabita Paul



Key Words: Service quality, E-Banking, Customers satisfaction, ATM banking, Mobile banking, Online transaction, Credit card.



Abstract: In today’s world the emerging technology has made an exponential growth of the Internet which has changed the pattern of almost all the organizations in performing their business. The Indian banking industry is not an exception of it. From the year 1990s privatization of banks, proliferation and emergence of so many foreign and private sector banks like ICICI, HDFC, CANARA banks etc have emerged in the Banking Industry of India. Both private and public sector Banks in India have been trying to give out their best service to their customers in terms of Banking Hall Transactions, Internet Banking, Automated Teller Machine (ATM) Banking, Mobile banking, Credit Card Transactions etc. The convenience of using ATM for banking transactions by customers of Banks in Odisha a major role to play in customer retention and satisfaction. This research paper aims to check if the current and prompt technological revolution altering the whole world has crucial impacts on the banking sector in Orissa. It is mainly based on data, collected from banking customers in different commercial banks of Odisha. Hence the findings of this research will help the banks to establish a customer oriented strategy to retain their customers in future. It mainly focuses on investigating the important factors influencing the online customers’ satisfaction with the overall service quality of their concerned banks. It emphasizes on measuring the ATM standards and service quality with a research focus on the commercial banking sector in Odisha. The methodologies used for this research involved interviews with bank customers and bank managers of the case study banks and administrations of questionnaires to a number of bank customers in Odisha. To investigate in the real-time scenario we have taken the case study of some Commercial banks limited in Odisha in order to understand “why” and “how” the electronic banking could not be implemented successfully.



[1]. V. A. Zeithaml, A. Parasuraman, and L. L. Berry. Delivering Service Quality. NY: The Free Press, New York, 1990.

[2]. Lee, H., Lee, Y. & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction, Journal of Service Marketing, Vol. 14.

[3]. FFIEC. IT Examination Handbook. (2003). E-banking booklet. 1-10. Gates, B. (2008). Banking is essential, Banks are not. www.slideshare.net/Carolederks/banking- is-essential-banks-are-not presentation.

[4]. Yang Z., Jun M. and Peterson R., (2004): “Measuring Customer Perceived Online Service Quality: Scale Development and Managerial Implications”, International Journal of Operations and Production Management, Vol. 24, No. 11, pp. 1149-1174.

[5]. Al-Somali, S.A., Gholami, R., Clegg, B. (2009). An investigation into the acceptance of online banking in Saudi Arabia. Technovation 29, 130-141.

[6]. Madu, C., & Madu A. (2002). Dimensions of e-quality. International Journal of Quality andReliability Management, Vol. 19, No. 3, pp. 246-258.

[7]. E- Banking in India: The Paradigm Shift : Jayshree Bose

[8]. Agarwal,R., Rastogi, S., Mehrotra, A. (2009). Customers’ perspectives regarding e- banking in an emerging economy. Journal of Retailing and Consumer Services, Forthcoming.

[9]. Sadiq Sohail M., Shanmugham B. (2003). E-banking and customer preferences in Malaysia: An empirical investigation. Information sciences 150, 207-217.

[10]. Sathye M. (1999). Adoption of Internet banking by Australian consumers: an empirical investigation. The International Journal of Bank Marketing 17 (7), 324-334.

[11]. Suh, B., Han, I. (2002). Effect of trust on customer acceptance of Internet banking.JIBC December 2009, Vol. 14, No. 3 – 11.

[12]. Slu, N. Y.M. & Mou, J.C.W. (2003), “A Study of Service quality in Internet banking”, BRC Working papers may 2003, hong kong Baptist University.

[13]. Caruana, A. & Malta, M. (2002) “serviceloyalty-The effects of service quality and the mediating role of customer satisfaction”, European journal of Marketing, Vol 36 No.7/8, 2002, pp.811-828.

[14]. RBI Handbook of Statistics on Indian Economy and Economic Survey of India 2010-11.

[15]. Vyas P 2004. Measurement of customer satisfaction on information technology adoption in banking services. Prestige Journal of Management and Research, 81(1-2): 8-16.

[16]. Jankiraman R 1994. Indian banking by 2000 A.D. Challenges head, Indian banking by 2000 A.D. In: N Vinayakam (Ed.): A Profile of Indian Capital Market. New Delhi:Kanishka Publishers, P. 47.

[17]. Jayewardene, C. and Foley, P. (2000) Changes in the Banking Sector- The Case of Internet Banking in the UK, Internet Research: Electronic Networking Applications and Policy, 10 (1), 19-30. [Accessed 16th October 2010]

[18]. www.rbi.org.com.

[19]. www.slbcorissa.com