Online Banking Services and Customer’s Loyalty

Online banking services can be well-defined as the delivery of information or services by a

bank to its customers by the computer, cellular phone or other Internet-oriented devices. It is
fairly easy and low-cost to construct and deal online services to customers. As a technology-
facilitated environment, e-commerce is measured a virtual system that wants direct face-to-face
contact. Thus, the more the customer uses these operational services, the feebler his or her
connection with the service benefactor becomes. “The literature on e-banking services focuses
on the adoption possibilities and customer loyalty from e-banking and e-loyalty perspectives”
(Bhattacherjee, 2001a; Srinivasan et al., 2002; Magi, 2003; Floh and Treiblmaier, 2006). “The
relatively low setup costs of this service create higher levels of competition, which lead to
numerous substitutes and lower switching costs” (Jones and Sasser, 1995). Customer Loyalty,
Customer loyalty is both an attitudinal and behavioral tendency to favor one brand over all
others, whether due to satisfaction with the product or service, its convenience or performance,
or simply familiarity and comfort with the brand. Customer loyalty encourages consumers to
shop more consistently, spend a greater share of wallet, and feel positive about a shopping
experience, helping attract consumers to familiar brands in the face of a competitive
environment. In response to market resistance and with discreetly low setup costs, invalid banks
have permitted a policy of improving the prospects of their online services. Collaborating
banking services have now become a common practice, universally performed all over the world,
and are now an important part of the current commercial environment. A marketing and branding
interrelated concept that points out that victory of a product is largely based on whether
customers consider it can satisfy their needs. It is widely standard that the nature of lending
services is varying quickly, due to the various advances offered by the innovative information
tools of the Internet.
Our research:

Our main object of research is that, how online banking services develops the customer
satisfaction and loyalty. Means that how customer attains its psychological fulfillment towards
their needs.
 Contribution:

From our research the organization will gain benefit in the following manner.

Loyal: If consumer satisfied with the organization product or service than they will purchase
and gain service again and again and become loyal with the organization.

Attached: If consumer will perceive psychological perception from the firm then he will attach
with the organization, and feel like that the owner of the organization.

Chain: Customers are the end users of products and services produced by any company and
customer satisfaction is extremely important in increasing profit margins as well as customer
retention. If you satisfy your customers they will be more likely to come back and also bring
their friends.