Development of Structure Equation Modeling (SEM) to Study Relationship between E-Banking Service Merits and Problems of E-Banking Services

In the present era of digitalization and computerization in the banking sector, presently banks (both private sector and public sectors banks) are offering and preferring e-banking services for their customers. In Indian economy banking system is the single largest system for monetary transaction using variety of e-channels like debit card, credit card, ATM, internet banking and mobile banking etc. It is therefore empirical to investigate the dimensions of the e-banking services (herein after referred as e-banking service merits) and its cause and effect relationship with underlying problems in e-banking services. The purpose of this research paper is to identify e-banking service merits role in problems with e-banking service with reference to selected nationalized and private banks in Lucknow district from customer’s perspective As for as e-banking service merits roles in problems of e-banking services is concerned, it has been observed (based on Structured equation modeling for regression model using AMOS 16.0 software) that increase in reliability, empathy, assurance and security measures has reduced the problems in e-banking services whereas increase in responsiveness and convenience measures has increased the problems in e-banking services in Lucknow district region.