I T Enabled Banking Services: Extent of Use by Customers and Their Problems

The new age information technology is bringing about sweeping changes in the banking industry. The entire system became more convenient and swift. Time is given more importance than money. IT enabled banking offers multiple advantages over traditional banking channels. The present study was conducted in public sector, private sector and foreign banks of Delhi. Multistage random sampling was used for selection of sample. Three banks (State Bank of India, Punjab National Bank and Canara Bank) among public sector banks, two banks (ICICI and HDFC) among private sector banks and one bank (Standard Chartered) among foreign banks were selected for the study. The present research focuses extent of use of IT enabled services by customers and their problems. It was found that very few customers were using IT enabled services, still these services are not so popular among the customers. ATM was found the most popular IT enabled banking services in all the three types of banks. Further, it was found that personal variables of respondents had an impact use of IT enabled services such as credit card, ATM and Internet Banking.