Abstract

Banking is one of the oldest professions known to mankind. It has undergone many a transition and internet banking is the latest in the list of such transformations. Banking is a key industry in the service sector. Customer satisfaction is the state of mind that customers have about a bank when their expectations have been met or exceeded over lifetime of the service. Nonetheless, enhanced technology was deployed to extend the backoffice to the front office (integrated system). This extension helps to enable the banking industry to offer their services via the Internet. A study of services provided by ICICI bank and State Bank of India is carried out and customers’ perception is compared.

Key words: Customer Perception, Bank Services