Customer Experience of Internet and Mobile Banking Services of SBI
| ICCMCT-2018 | Special Issue | September 2018 | Published Online: 29 September 2018 PDF ( 204 KB ) | ||
| Author(s) | ||
Wilson C Thomas
1;
Harikumar P.N. (Dr)
2
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1Research Scholar, Department of Commerce, Catholicate College, Pathanamthitta (India) 2Associate Professor & Head, Department of Commerce, Catholicate College, Pathanamthitta (India) |
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| Abstract | ||
Customer experience is generated from all interactions that occurs between customer and touch points. Internet and mobile banking is one of the banking touch points, which is growing at a rapid rate both in respect of volume and value of transactions. The present paper is an attempt to measure customer experience of internet and mobile banking services of SBI. Even though SBI offers various experiences to customers through internet and mobile banking services, the overall experience of internet and mobile banking customers is only at a medium level. |
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| Keywords | ||
| Customer Experience, Sensory Experience, Affective Experience, Cognitive Experience, Physical Experience, Relational Experience | ||
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