Indian banking industry is the fastest growing industry in the world economy. Tt has witnessed significant changes during the last few decades. Many new processes, products and services offered by banks and other financial intermediaries are now IT-centered. Most of the initiatives regarding technology are aimed at providing better and more efficient customer service by offering multiple options to the customers. Because apart from new products, quality service to customers is a key to achieve competitive edge.
Growth in multiple delivery channels to customers such as internet based banking, mobile-banking and anywhere banking has benefited the customers and the banks alike. While customers have now a wide variety of options to choose from, banks have been able to reduce costs which have had a positive impact on the profitability and hence enhanced efficiency.
The present book addresses very vital issues like customer services in banks at crossroads, e-delivery channels based banking services, service quality in banks, customer services in partial IT banks, Indian banks in the global arena, transformation in Indian banks through e-delivery channels, future outlook of Indian banking industry & some other contemporary issues have also been discussed in this book.
All the research papers included in this book have been presented in national and international conferences and after thorough discussion and modification, many new ideas are included in this book. This book will be very useful for the banking industry, planners, policy makers, academicians, researchers and those who are interested in banking studies. |
