Accelerating the Development of Quality of IT-Enabled Banking Services

The bank plays an important role in the economic development of the country. IT-enabled services offered by banks are growing at a very fast pace and the focus of banks has shifted from customer acquisition to customer retention. Here, Service quality plays an important role in achieving customer satisfaction and creating brand loyalty in the banking sector. In this context, this book is an attempt to evaluate the impact of IT-enabled services on the market performance of banks. This book overviewed the detail of the Indian banking sector, service quality, and market performance by taking into consideration the research work done by various researchers. Various models of service quality had been mentioned. The growth of the Indian ITES industry had been reviewed in terms of the Domestic and Export market. Pre and post-liberalization era of the Indian banking sector, the Role of IT-enabled services on banking practices had been explained.