AN EVALUATION OF E-BANKING SERVICE USERS IN NATIONALIZED AND PRIVATE SECTOR BANKS WITH REFERENCE TO SANGLI DISTRICT

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1 BIBLIOGRAPHY BOOKS 1. Agarwall, B.F.(1982), Commercial Banking in India After Nationalisation A Study of their Policies and Progress, Classical Publishing Company, New Delhi. 2. Agarwall. H.N.(1979), Management of Nationalised Commercial Banks in India with Bank of India, Sterling Publishers Private Limited, New Delhi. 3. Bhasin Niti (2006), Banking Developments in India 1947 to 2007 Growth, Refeormms and Outlook, New Century Publications, New Delhi, India pp Chawla, A.S.(1987), Nationalisation and Growth of Indian Banking, Deep and Deep Publications, New Delhi. 5. Dixon M. and Nixon B. (2000), E-banking: Managing your money and transactions online, SAMS, publishing, P Hussain Farhat (1986), A Study of New Roles of the Public Sector Commercial Banking in India, Deep and Deep Publications, New Delhi. 7. John W. Belt & James V. Kahn (1986), Research in Education, 5 ed., Prentice-Hall of India Pvt. Ltd., New Delhi. 8. Nitsure Rupa Rege (2006), E-Banking: Challenges and Opportunities, E-Banking in India The Paradigm Shift, The ICFAI University Press, pp Prabhu, N.D. (1991), Excellence Through People: The Canara Bank Way, Konark Publishers Pvt. Ltd., New Delhi. 10. Uppal R. K., Poonam, (2009), Customer Service in Banks, Chapter37.Services:The Competitive Edge in Banking, pp , Sarup Book Publishers Pvt. Ltd., New Delhi. 11. Vishwanathan Bharathan (2008), Internet Banking Multidimensional Perspective, ICFAI, University Press, pp IBA Bulletin 1. Bhaskar P V (2004), Customer Service in Banks, IBA Bulletin, Vol. XXVI, No.8 Aug., pp Shankar A G (2004), Customer service in Banks,IBA Bulletin, Vol. XXVII No.8 Aug, pp. 5-7 Journals 1. Bhat, M A and A Gani (2003), Service Quality is commercial banks: A Comparative study, Paradigam, 7(1), pp Bhattacharya S K (1997), The Need of Optimizing Banking Industry Structure, The Journal of Indian Institute of Bankers, Jan-Mar Brown, I. and Molla, A. (2005), Determinants of Internet and cell phone banking adoption in South Africa, Journal of Internet Banking and Commerce, 10 (1)

2 4. Chellani K.D. (2012), Banking in India: An Assessment of Changes, Southern Economics, Feb-2012, p. 5. Chandrika K G (2009), Evolution of Banking Technology: A Study of Public Sector Banks, The Journal of Institute of Public Enterprise Vol. 3 Jul-Dec, pp Dangwal R.C., Kaur Narinder, Kapoor Reetu (2009), Performance Appraisal of New Private Sector Banks, BVIMR Management Edge, Vol.2, No.1 Jan 2009 pp Gupta P.K. (2008) Internet Banking in India Consumer Concerns and Bank Strategies, Global Journal of Business Research, Vol. 2, No. 1, pp.43-51, Hundal B S; Jain Abhay (2006), Adoption if Mobile Banking Service in India, The ICFAI Journal of Systems Management,Vol.IV No.2, pp Hernan E. Riquelme, Khalid A. Mekkaoui, Rosa E. Rios, (2009), Internet Banking Customer Satisfaction and Online Service Attributes, Journal of Internet Banking and Commerce, August 2009, vol. 14, no.2 pp Joseph M.; C McClure and B Joseph (1999), Service Quality in Banking Sector: The Impact of Technology on Service Delivery, International Journal of Bank Marketing. Vol.17, No.4, pp Kangis P and Voukelatos (1997), Private and Public Banks: A Comparison of Customer Expectations and Perceptions, International Journal of Bank Marketing. Vol.15, No.7, pp Khan M. S.; S S Mahapatra and S Kumar (2009), Service Quality Evaluation in Internet Banking: An Empirical Study in India, International Journal of Indian Culture and Business Management, Vol.2, No.1, pp Kumar Dharmendra, Saini A.K. (2009). Adoption of Electronic Banking Technologies by Indian Consumers: An Empirical Study, BVIMSR Management Edge, Vol.2, No.1 pp Mallya M D (2009), Role of Technology in Enhancing Quality of Customer Service in Banks, Vinimaya, Vol. XXX No.3, Oct-Dec 2009 pp Parasuraman A., Valarie A., Zeothmal and Leonard L. Berry (1985), A Conceptual Model of Service Quality and its Implications for Future Research, Journal of Marketing, Vol.49,Fall, 1985,pp Rod M; N J Ashil; J Shao and J Carrethers (2008), An Examinations of Relationship between Service Quality Dimensions, Overall Internet Banking Service Quality and

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4 4. Reserve Bank of India Committee on Customer Service in Banks (1991) 36. e-banking (2007), Dr. S.C. Bihari, pp.13-14, 1-st Edition, Skylark Publication,New Delhi 5. Working Group to consider feasibility of introducing MICR/OCR Technology for Cheque Processing (1982), RBI Annexure, dated 2 Dec, 1998, Web site access on 15-dec Committee on Mechanisation in the Banking Industry (1984), RBI Annexure, dated 2 Dec 1998, Web site access on 15-dec Committees on Communication Network for Banks and SWIFT implementation (1987), RBI.Annexure..dated.2Dec1998.,Websitehttp:// w.aspx?id=162, access on 15-dec Committees on Computerization, RBI Annexure, dated 2 Dec 1998, Web site access on 15-dec V. Committee on Technology Issues relating to Payments System, Cheque Clearing and Securities Settlement in the Banking Industry (1994), RBI Annexure, dated 2 Dec 1998, Web site access on 15-dec Committee for proposing Legislation On Electronic Funds Transfer and other Electronic Payments (1995), RBI Annexure, dated 2 Dec 1998, Web site access on 15-dec-2011 Conferences/Symposia 1. Varde, V.S., Effectiveness, Efficiency and Customer Service in Banks, Conference paper, National Conference on Banking Development organized, by Reserve bank of India, Bombay, 12th November, Bankers Training College, Reserve bank of India, Efficiency Productivity and Customer Service in Banks', Conference paper, National Conference on Banking Development, Bombay, November 12, Department of Banking Operations and Development, Reserve Bank of India, Efficiency, Productivity and Customer Service in Banks, Conference Paper, National Conference on Banking Development, November 12, Padhy P K and B N Swar (2009), A Study on Customer Satisfaction and Service Gaps in Selected Private, Public and Foreign Banks, 3 rd IIMA Conference, Marketing Paradigms for emerging Economies, Indian Institute of Management.

5 Ph. D. Thesis 1. Kumbhar V.M. (2010), An Empirical study of alternative banking and its impact on customers satisfaction: A case study of public and private sector banks in satara city, Ph. D. Thesis, Shivaji University, Kolhapur, Published 2. Saraswat S.B. (1995), Marketing of Bank Servic with References to Selected Privae Sector Commercial Banks in India, Ph.D. Thesis, Shivaji University,Kolhapur, Published 3. Yallatti R.M. (2003), Marketing of Bank Services With Special References to Sangli Netography District, Maharashtra, Ph. D. Thesis, Shivaji University, Kolhapur, Published 1. National Office for the Information Economy (NOIE) (2000), Banking on Internet, NOIE, Australia; Available [online] at Commerce/banking/personal_banking/banking_online.html; Accessed on Jeevan M T. (2000), Only Banks - No Bricks, Voice and Data, November 11 th, Available content/convergence/trends/ asp; Accessed on 7 January Nair, A (1999), Indian Internet banking still nascent, Asia Internetnews, May 12th;Available[online]athttp:// 4. Raihan et. al (2000), E-commerce in Bangladesh: A Readiness Assessment, Available at 5. Mohanty A.K. (2006), Core Banking Solution for Banks- The Indian Experience, ICFAI Univcersity Press, pp Search Engine - MSN.com, Google.com - for searching articles. 7. Evolution of the Bankmatic automatic teller machine (ATM) - accessed on 10 Jan accessed on 22 Feb., 2012, 6.23 pm accessed, on 1 Mar., 2012, 7.23 pm accessed on 3 Mar., 2012, 4.23 pm. 11. "Information processing Magnetic ink character recognition Print specifications". International Organization for Standardization Retrieved on 28 Sept., accessed on 25 Mar RBI-FAQ- RBI reports, accessed on 10 Jan., RTGS - RTGS information, accessed on 15 Apr., 2012.

6 15. Debit/Credit cards- debit, credit card information, accessed on 15 May, ECS- ECS information, retrieved on 12 Jan, 2012, 4.55 pm 17. RBI FAQ- accessed on 15 Jan, 2012, 6.34 pm 18. Martin, Andrew (January 4, 2010). How Visa Using Card Fees, Dominates a Market, New York Times, Retrieved 6 Jun INFINET- accessed on 5 Nov SWIFT- accessed on 22 Jan., 2012, 9.12 pm 21. EDI- accessed on 5 Apr., Annual Reports RBI Annual Reports from years 1999 to Reports on Trends and Progress of Banking in India, RBI, from 1999 to Bank of India, Lead bank scheme, Annual credit plan report Sangli district from 2009 to 2011.