Literature review

(S.Vignesh, 2014)

This study aims at evaluating the service quality of internet banking (i-banking) services in India
from customers perspective. The service industries are mostly customer driven and their
survival in competitive environment largely depends on quality of the service provided by
them.Businesses seeking to improve profitability are, thus, advised to monitor and make
improvements to their service quality on an ongoing basis (Gerrard and Cunningham, 2005).
Increase in education and income level of customers, etc. influence banks to evaluate their
technology and assess their electronic commerce and internet banking (i-banking) strategies.
According to the Internet & Online Association of India (IOAI), the Indian internet population is
currently over 25 million and is expected to grow to 100 million by 2007 (Survey by New Media
Review, 2005).
(Dixit & Datta, 2010)
Internet banking is a form of self service technology. This paper investigates the factors which
are affecting the acceptance of e-banking services among adult customers and also indicates level
of concern regarding security and privacy issues in Indian context. The finding depicts many
factors like security & privacy, trust, innovativeness, familiarity, awareness level increase the
acceptance of e-banking services among Indian customers.Based on the results of current study;
Banks managers would segment the market on the basis of age group and take their opinion and
will provide them necessary guidance regarding use of online banking.
(Agarwal, Rastogi, & Mehrotra, 2009)
Determining factors affecting customer perception and attitude towards and satisfaction with ebanking is an essential part of a bank's strategy formulation process in an emerging economy like
India. The major findings depict that customers are influenced in their usage of e-banking
services by the kind of account they hold, their age and profession, attach highest degree of
usefulness to balance enquiry service among e-banking services, consider security & trust most
important in affecting their satisfaction level and find slow transaction speed the most frequently
faced problem while using e-banking.

(Chauhan & choudhary, 2015)

With the time, the way banks used to operate has changed due to advent of internet in banking
institutions. The implementation of internet in banking organizations has modernized the banks.
Implementing the internet banking approach has benefited the both i.e. consumers as well as
banks. Considering the benefits, the banks all over the globe have implemented the internet
banking and banking organizations in India are no exception.Still the concept of internet banking
is a fairly new one to Indian consumers as compared to its developed counterparts. The present
paper attempts to understand the concept of internet banking as well as study the benefit of
internet banking from perspective of consumers as well as banks.
(Dhananjay & Suresh, 2015)
Retail electronic payment system has progressed in the recent years in various countries. We find
that India is no exception. Reserve Bank in its Vision statement has set the objective to
proactively promote electronic payments with an objective towards less cash society. The
formation of National Payments Corporation (NPCI) in the year 2009 has set the stage for
development of retail electronic payments which offers enormous opportunity to move towards
cashless and less cash society. Various innovative products, such as Immediate Payment Services
(IMPS), National Automated Clearing House (NACH) and Prepaid Instruments (PPI), were
launched after the formation of NPCI.