The fast growing information technology and its penetration to various business activities are no... more The fast growing information technology and its penetration to various business activities are no more surprises nowadays. Service industries are far ahead in wise use of information technology. Service providers are now using information technology for providing the services to customers with high pace and great convenience. Banking sectors are one of major beneficiaries to it. E-banking is grabbing a major portion of banking transactions which is bringing convenience to both the e-banking service providers as well to the customers. But same time high use of information technology in banking services leading to a big challenge for banking firms, that is understanding customers' expectations and meeting them. This research work is an effort to measure the customers' satisfaction of e-banking services in the Sultanate of Oman. This study also emphasizes on establishing relationship of customer satisfaction with perceived customer expectations and perceived service levels of ebanking service providers. 96 respondents who are users of e-banking services in Oman were surveyed using a five-item Likert Scale questionnaire prepared on the basis of e-service quality scale (E-S-QUAL) and satisfaction scale. Through literature review and data analysis, this research study concludes that though use of technology while providing ebanking services is low in Oman as compared to other nations but customers' perceptions are positive.
The fast growing information technology and its penetration to various business activities are no... more The fast growing information technology and its penetration to various business activities are no more surprises nowadays. Service industries are far ahead in wise use of information technology. Service providers are now using information technology for providing the services to customers with high pace and great convenience. Banking sectors are one of major beneficiaries to it. E-banking is grabbing a major portion of banking transactions which is bringing convenience to both the e-banking service providers as well to the customers. But same time high use of information technology in banking services leading to a big challenge for banking firms, that is understanding customers' expectations and meeting them. This research work is an effort to measure the customers' satisfaction of e-banking services in the Sultanate of Oman. This study also emphasizes on establishing relationship of customer satisfaction with perceived customer expectations and perceived service levels of ebanking service providers. 96 respondents who are users of e-banking services in Oman were surveyed using a five-item Likert Scale questionnaire prepared on the basis of e-service quality scale (E-S-QUAL) and satisfaction scale. Through literature review and data analysis, this research study concludes that though use of technology while providing ebanking services is low in Oman as compared to other nations but customers' perceptions are positive.
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Papers by Sushil Kumar