2.1Literature Review Technology has always been a major driver of bringing changes and making

The threats and opportunities in the e-banking line are increased due to the introduction of internet. The threat of e-banks and the point of equality concept are very highly used by the current competitors. There are rivals such as CIMB clicks, Hong Leong online banking and many more which cause Maybank2u.com unable to monopolize the market. As a consequence, the customers can exchange brands easily. Moreover, the customer of Maybank are likely to concern with the safety matter of online banking. They prefers to do transaction in the classic ways more than online banking due to their lacking of confidence toward security and safety matter of online banking. They are scared of hacker that might intercept their information. But other than that, the bank may significantly affected by the present macroeconomic situation across the global and adjustment in economic policies in South East Asian countries. This happened because Maybank’s goal is to widen Islamic business in markets such as Singapore and Indonesia as part of their target on the ASEAN

The history of Internet banking has evolved from simply allowing customers to check balances online, to now being able to trade stocks and bonds from the comfort of their own home!

Since the 1980’s, online banking has made the lives of everyday people more convenient. With the new innovations and creations to computers, online banking has grown to become the most used form of banking in the US (5). From the first ATM to mobile banking technology has helped shape One of the first computerized innovations to online banking, the credit card, revolutionized how cash was money was used in society.

The use, acceptance, adoption and application of internet technology to businesses to boast their performances are not something new. Saffu et al., (2008), states that there has been a significant increase in the use and application of e-commerce in businesses in the past decade. E-commerce has benefits such as reduction in costs, increased business opportunities, reduced lead time and providing more personalized service to the customers (Turban et al., 2008). Internet banking or e-banking is one of the many tools of e-commerce adopted by the banking industry. Tools of information technology such as internet banking have significantly improved the quality of services offered by the banking

According to a recent study by University of Michigan, in an examination of 214 bank Websites, more than 75 percent of bank websites have at least one design flaw that could lead to the theft of customer information and flaws are ones that even an expert user would find difficult to detect and unlike bugs, cannot be fixed with a patch. It was recommended to use SSL throughout the entire website and to avoid using links to third-party sites. Secure banking websites have become an integral part of our day-to-day life from our personal to our job-related business. A survey conducted by Pew Internet states 42% of all internet users bank online. With 24/7 access from around the world users can view balances, transfer funds and lots more at their convenience using online

(The wider scope of my research is the internet banking, rather the online banking, but I’ve narrowed the scope to account opening and registration. Further on, I will do more research on implementing online banking as a whole, but for this proposal, my focus is on account opening.)

Internet banking is a new delivery channel for banks in India. The Internet banking channel is both an informative and

Online banking is an important example of efforts that grow banking industry. In US, online banking was introduced widely when four of the city 's major banks (Citibank, Chase Manhattan, Chemical and Manufacturers Hanover) started to offer home banking services, using the videotex system. “When the clicks-and-bricks euphoria hit in the late 1990s, many banks began to view Web-based banking as a strategic imperative. The attraction of banks to online banking are fairly obvious: diminished transaction costs, easier integration of services, interactive marketing capabilities, and other benefits that boost customer lists and profit margins. Additionally, Web banking services allow institutions to bundle more services into single packages, thereby luring customers and minimizing overhead.”

In view of the deductions from the findings in chapter 4, it can be seen that even though most customer are aware of the e-banking channels they do not have confidence in the channels. Based on our theoretical framework from SERVQUAL model five dimensions analysis covered E- service quality dimensions such as tangibility, reliability, empathy, customization, security and responsiveness, the questionnaire covered the four online service quality dimensions can be used to measure service delivery in e-banking. Under tangibles, the respondents said the enlightenment campaign has been carried out by the bank. Most of the respondents do not feel the e-banking channels are reliable. For responsiveness, the respondents do not feel the bank responds promptly to their request/ queries and they also do not believe that the bank empathizes with them. The bank thus needs to focus on improving on services on its e-channels so as to enable customers build confidence on the e channel

The evolution of technology over the past few years has been part of a phenomenal experience in our everyday lives. Today, more and more people rely on getting things done faster and quicker, with the help of technology. Take banking for instance, the traditional way was having to go to the bank for even the smallest transactions like sending money, checking your balance and so on. Then came the era of Automatic Teller Machines (ATMs), which can be used to carry out simple banking transactions. From then on, Internet banking was introduced in the early 1980s, and by the year 2000, around 13.7% of households had signed up for online banking accounts, just in America (Ann

Internet Banking is empowering customers and increasing customer services quality in Banking Industry in United Kingdom.

E- marketing is popular nowadays worldwide. Through the help of Internet companies interested in selling goods and services can easily penetrate into the homes and offices of prospective buyers. Companies can measure their marketing related statistics easily and relatively inexpensively. Certain drawbacks such as information security related issues are of prime concern. Online banking is on constant rise

To achieve the objectives of the study, the following hypotheses are formulated: H01: Ha1: H02: There is no significant difference in the present e-banking scenario of ATM, Internet banking, Mobile banking and Credit cards in India. There is a significant difference in the present e-banking scenario of ATM, Internet banking, Mobile banking and Credit cards in India. There is no significant difference in the impact of ATM, Internet banking, Mobile banking and Credit cards on customer satisfaction in PSBs, PSIBs and PSFBs in India. There is a significant difference in the impact of ATM, Internet Banking, Mobile banking and Credit Cards on customer satisfaction in PSBs, PSIBs and PSFBs in India.

Findings: The important factors that affect the perception of customers towards mobile banking are convenience, security, faith on traditional banking and

Over the last few decades information technology has played an important role in Indian economy. It has affected all the industries especially the banking industry and has provided a way for the banks to differentiate their products and services. The traditional way of financial services delivered to customers called the branch based operations which had been used by the banks for more than 200 years, has been replaced by the advent of multiple technologies and application. For instance, Automated Teller Machine (ATM) displaced cashier tellers, telephone represented by call centers replaced the bank branch, the internet replaced mail, credit cards and electronic cash replaced bank transactions. The reason was the numerous key advantages that banks could gain by providing electronic banking services. In this way they had lower transactions cost, 24 hour trading, more extended business territory and also increased efficiency in daily banking process. The Banking Sector is also facing very stiff competition. In order to succeed such competition, they must offer a wide array of products with the latest technology. At present many banks and financial institutions are actively developing new electronic banking products for their customers throughout the world (Alagheband 2006) . The key players of banking industry are its customers and all the efforts made by the banks are to satisfy the desirable needs of