ADOPTION OF UNIFIED TECHNOLOGY IN BANKING INDUSTRY AND ITS INFLUENCE ON CUSTOMER SATISFACTION

Jitendra Tomar

Abstract


Information is considered as one of the most vital resource in accomplishment of organizational objectives and for the management of other essential resources to reach an alluring ends. The prominent and dynamic business establishments are experiencing rapid changes due to ever changing business environment influenced by new demands from clienteles, creativity & innovations in business and allied areas, and hi-tech changes & changing perceptions. The dynamic changes are making business operations complex in nature and banking industry is no exception to it. The current unpredictable economic climate and ever growing demands of the customers adds on to the complexity woes of the banking industry. Information and Communication Technology is providing a core support to the banking industry in current volatile but dynamic times. This study aims at examining the relationship among the Customer Satisfaction with usage of Information & Communication Technology and thus impacting the profitability of the banks. The information is recorded using a structured questionnaire and the information analysis showed a positive correlation among the two. By using ICT, the banks experiences positive appreciations from the customers. The affirmation is obtained from factor analysis and regression coefficient.

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ISSN : 2251-1563