REVIEW OF RELATED LITERATURE
This part of the paper consists of various related literature and studies about consumer services in online processes. It includes articles (both published and unpublished materials), books as well as internet sources.
A. Related Literature
The proponents gathered materials in order to get some ideas and information that will serve as a reference to their study. All these information helped the researcher in solving out the problems and arrived to a proposal of a new system.
1. Foreign Literature
Internet banking is the new method of banking using the new technologies available in the world today. Instead of needing to travel into a local branch of your bank, the Internet allows you to do a wide variety of useful things with your accounts. It can be accessed from anywhere that there is a computer with the Internet, and of course unlike bank branches the net is open 24 hours a day 7 days a week. The services available online vary from bank to bank. Most of the general services are on all banking websites but the larger banks contain more control over your money. Everything has upsides and downsides and unfortunately so does online banking. First of all obviously it does not deposit physical money nor does it withdraw bank notes, which means you will still have to make a trip to the bank to do those things. The fact that online banking is done over the Internet means that safety and security is a big issue (http://www.studymode.com/essays/Thesis-On-Internet-Banking-767450.html).
One of the important aspects of the country’s service sector enabling sustainable growth is the banking system. The banking system remains, as always, the most dominant segment of the financial sector. With a jump in the Indian economy from a manufacturing sector, that never really took off, to a nascent service sector, banking as a whole is undergoing a change. A larger option for the consumer is getting translated into a larger demand for financial products and customization of services is fast becoming the norm than a competitive advantage. Technology has brought about strategic transformation in the working of banks. With years, banks are also adding services to their customers. The Indian banking industry is passing through a phase of customers market. The customers have more choices in choosing their banks. With stiff competition and advancement of technology, the service provided by banks has become more easy and convenient. In this milieu, what really enables banks to build a lasting competitive advantage is the ability to continuously innovate, achieve differentiation and respond quickly to dynamic business challenges. (http://www.studymode.com/essays/A-Study-On-Role-Of-Mobile 577850 .html). The study examined how satisfied online banking consumers are today, and how satisfaction leads impacts desired future behaviors and attitudes, such as purchase of more services, continued use of services, word-of-mouth referrals and general feelings about the financial institution. The good news for financial institutions is that overall customer satisfaction with online banking has rebounded, after falling during the depths of the financial crisis. The study clustered financial institutions by similar sizes and types. Banks in the first group included BofA, Wells Fargo, Chase, Citi and PNC. The second group included US Bank, TD, Suntrust, BB&T and Regions. The study also looked at groups of both community banks and credit unions. One big surprise is that for the first time, large banks have edged out credit unions for the most satisfying online experience (http://thefinancialbrand.com/ 19303/ foresee-results-2011-online-banking-study/) 2. Local Literature
Continuous information technology development changed traditional ways of management and business operations. Nowadays there is a high demand for new innovative business solutions and the ways of managing people that...