Mechanism for handling of customers grievance on E-Banking services of selected commercial Banks in Odisha: A comparative study Khuntia Chittaranjan*, Dr. Das Kishore Kumar** *Research Scholar, School of Commerce, Ravenshaw University, Cuttack, Odisha, India Email id: chittakhuntia90@gmail.com **Associate Professor & Head, Department of business Administration, School of Commerce & Management Ravenshaw University, Cuttack, Odisha, India Online published on 10 October, 2018. Abstract E-banking facilitates an effective payment and accounting system thereby enhancing the speed and delivery of banking services considerably. While e-banking has improved banks efficiency and convenience, it has also posed several new challenges. These challenges are particularly more apparent in areas of regulation and supervision of banks. Indian Banking and Financial Sector have also several critical stages of transformations over the last decade. The operating environment of banks has changed significantly in terms of liberalization of regulations, increasing competition for both domestic and foreign players. This study pertains to analysis of electronic banking in general and electronic banking in India in particular. Electronic banking as it has demonstrated the velocity of its growth is incredibly fast and efficient. It has allowed individuals including companies to perform their banking businesses from their homes or offices in a very cost-effective way. The present study is based on the following objectives “ To study respondents opinion about e-banking To examine the mechanism for handling grievance of e-banking on customer.
The study is based on only primary data. Five point Likert scale has been used to know the comparative study of e-banking services of commercial banks. Sample size has been taken from 350 Customers. Only 31 respondents are rejected and 319 respondents found to be valid for all purpose. The analysis has been undertaken with the help of various statistical tools and techniques and necessary inferences have been drawn from the same. Besides, simple average and percentages, simple statistical test like Chi-square test has been applied to bring out the association of variables. The study will be helpful for suggesting the effective planning and implementation of different E-Banking services by the public and private sector banks in Odisha particular and across the country in general. The research will be helpful in achieving the objective of digital economy and also facilitate further research in this field of study. Top Keywords E-banking, Mechanism, Financial Services, Implementations. Top |