An open access Internet journal (http://www.arraydev.com/commerce/jibc/) Journal of Internet Banking and Commerce, April 2012, vol. 17, no. 1 (http://www.arraydev.com/commerce/jibc/)
INTERNET BANKING: CONTENT ANALYSIS OF SELECTED INDIAN PUBLIC AND PRIVATE SECTOR BANKS’ ONLINE PORTALS Tejinderpal Singh Assistant Professor, University Business School, Panjab University Chandiagrh, India Postal Address: #32, T-II, Panjab University Campus, Sector 25, Chandigarh Author's Personal/Organizational Website: www. ubs.puchd.ac.in Email: email@example.com Dr. Tejinderpal Singh is associated with University Business School, Panjab University as an Assistant professor for the last six years. He has number publications in national and international Journals of repute. He has attended and presented more than thirteen papers in National and International conferences. His teaching interest includes Marketing management, Internet marketing, Services Marketing, Consumer Behaviour and e-commerce. He is also serving as Chief Editor of International Journal of Marketing and Business Communication. Manpreet Kaur Assistant Professor, Guru Gobind Singh College for Women, Sector-26 , Chandigarh, Postal Address: Guru Gobind Singh College for Women, Sector-26 ,Chandigarh ,India Email: firstname.lastname@example.org Mrs. Manpreet Kaur has been working as Assistant Professor with Guru Gobind Singh College for Women Sector- 26, Chandigarh, for the last 7 years. Overall she is having 13 years of teaching experience. She is pursuing her doctorate in marketing stream from University Business School, Panjab University, and Chandigarh. She has presented number of papers at National level seminars.
Electronic copy available at: http://ssrn.com/abstract=2131598
JIBC April 2012, Vol. 17, No. 1
Advancement in technology has played an important role in the distribution strategy of commercial banks. Banks distribute their products and services not only through a sole channel but instead through a variety of channels such as internet banking, automated teller machines, mobile banking, phone banking, TV baking etc. Internet banking has attracted the considerable amount of interest of researchers in the recent times. Previously research studies had concentrated on the perception about online service quality, adoption of internet banking, impact of information technology in banking, etc. based on customers’ opinion. However, on the other side, in depth analysis of bank’s online portal without approaching the customers may also provide meaningful insight about the online portals especially when compared with other banks’ online portals. The present study aims to compare the pre-login and after login features of selected banks’ online portals. For study purpose, two leading banks, one each from public and private sector were selected. A content analysis technique was used to study the listed features of selected websites. Study found that selected banks’ online portals differ on various features such as accounts information, fund transfer, online requests and general information. In the end, study suggested to include the good feature of other online portal which would help them to make their sites more secure, informative and user friendly. Keywords: Content analysis, Internet banking, Pre-Login, After Login, User
© Singh and Kaur, 2012
INTRODUCTION In the last few decades, information technology has changed the banking industry and has provided a way for the banks to offer differentiated products and services to their customers. Advancement in technology has played an important role in the distribution strategy of commercial banks. Banks distribute their products and services not only through a sole channel but instead through a variety of innovative channels such as internet banking, automated teller machines, mobile banking, phone banking, TV baking etc. One of the fast growing...