CHAPTER 3

LITERATURE REVIEW

Introduction

The last few years have seen a spate in delivery channels replacing the
traditional brick-and-mortar branches. This has led to reduction in
dependency on branches and lowering of fixed costs and other overhead
costs. Automated transaction processing, streamlining operations and fewer
errors on account of human intervention are the hall marks of information
technology implementation. With focused and seamless integration of
multiple channels, banks aim at higher standards of customer service and
enhanced productivity and profitability. The constant pressure from the
central regulator, the Reserve Bank of India, has not only encouraged and
motivated banks to implement more and more IT but has at times pressurized
banks into accepting change.

The present study deals with impact of information technology in general

and electronic delivery channels in particular, on customer services and
profitability of banks and therefore, the extant of literature in Indian as well
as International context has been reviewed and presented in five parts
pertaining to (A) Automated Teller Machine (B) Mobile Banking (C)
Internet Banking (D) Impact of Information Technology on profitability and
customer services of banks (E) Multiple delivery channels.

3.1 Part – A : Review of literature on Automated Teller

Machine (ATM)
1. R. Renuka et al (2014), in the study “Customers satisfaction towards
ATM” focuses on customer satisfaction towards ATM services offered by
the banks and tries to suggest ways to improve services. Amongst other
suggestions, the authors have suggested increasing awareness about
various facilities and enhancing the withdrawal limit of cash per day. 24

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 hours access got the first rank while quality of receipt got the second
rank for level of satisfaction. To find out the level of satisfaction
respondents were provided a list of fourteen factors which were to be
ranked. Likert scale was used for the purpose. The study considers only
customer perceptions towards ATMs. However, staff perceptions have
not been considered.

2. Sisat S. et al (2014), in the paper “Secured Automatic Teller Machine

(ATM) and Cash Deposit machine (CDM)” has segmented ATM threats
into three types of attacks : card and currency fraud, logical attacks and
physical attacks. The paper gives an idea about the basic ATM and its
major security issues and basic requirements. Since, ATMs deal with
currency notes, focus should be on note security while designing ATM.
This paper is more theoretical in nature and is not backed by primary
data.

3. Dr. Giridhar et al (2013), in their research paper “A study on customer

satisfaction towards services provided through ATMs in Malnad rural
regions of Shimoga District with special reference to SBM”, have
collected primary data of customers from only one PSB i.e. State bank of
Mysore in Tirthalli Taluka of Shimoga District. Though this study is
based on collection of primary data, it does not consider the perceptions
of bank staff. The study does not focus on different types of problems
faced by customers while using ATMs. The study concludes that
“Despite the drawbacks in ATMs, it is still preferred as it benefits bank,
employees and customers”. Unlike the present study, this study considers
only one PSB bank but has not considered private sector banks, co-
operative banks.

4. R.Melba Kani et al (2013), in their research paper “Issues and

challenges faced by ATM customers of State Bank of India in South
Tamil Nadu” mention that increasing use of ATMs prompted the authors

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 to study the issues and challenges towards use of ATM services in South
Tamil Nadu. The objectives of the study was to examine the awareness
level of ATM services at South Tamil Nadu, to study the level of
customer satisfaction on various aspects of ATM services in South Tamil
Nadu, to identify customer problems while using ATM services and to
offer suggestions to overcome the problems in ATM services in the near
future. Primary data was collected from customers of State Bank of India
in South Tamil Nadu which included three districts Kanyakumari,
Trinevelli and Thothukody. The study concludes that young people are
drivers of emerging technology in developing areas and that SBI has
been successful in the arena of ATM cards. This study has used statistical
tools such as chi-square test and weighted average score. However, this
study pertains only to the public sector banks and is not a comparative
study. While trying to find out the problems faced by customers the study
does not consider the cost effectiveness aspect.

5. Bishnoi (2013), in the research paper “An empirical study of customers

perception regarding Automated Teller Machine in Delhi and NCR”
attempts to find out the perceptions of customers of various banks
regarding various issues related to ATM/Debit cards. The study
concludes that ATM is a very convenient mode of electronic banking as a
result its usage is increasing day by day. The authors have made a sincere
attempt to ascertain customer perceptions about use of ATM services,
perception about ATM services and the problems while using
ATM/Debit cards. However, the author has not been able to other collect
factors regarding customer perceptions other than those supplied to the
respondents.

6. Tuli et al (2012), in the research paper “A comparative study of customer

attitude towards ATM of SBI and ICICI bank” the authors have made
sincere efforts to compare the attitude of people towards ATM of SBI

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 and ICICI Bank. The study aimed at finding out the factors influencing
the use of ATMs and the problems faced by customers. Customers of
both banks used ATM as it was convenient, availability of machines
easily and due to security aspects. The problem faced by SBI customers
was that ATMs dispensed old currency notes while that of ICICI bank
customers was that ATM was out of cash. This study provides a
comparison between public sector banks and private banks. However,
Co-operative banks have not been considered in this study. Also, staff
perceptions about ATM has not been considered.

7. Ramola Premlatha J. et al (2012), the objective of this paper “Analysis

of customer satisfaction with reference to ATM services in Vellore
District”, was to understand the socio-demographic variables of
customers, to analyse the satisfaction level of customers towards ATM
services in Vellore district, to study the convenience of using ATM and
also to find out customer attitude towards safety, assurance & flexibility
of using ATM service. Five point Likert scale was used to collect
customer perceptions. Significant relationship between age and
convenience and safety was found to exist. Important relationship
between gender and tangibility, convenience and responsiveness was
found to exist. There was no crucial difference among occupation of
respondent with regard to satisfaction level. The researcher has suggested
that bankers in order to retain the customer, must provide safety, accurate
information and make for using ATM services. The research is based on
customers belonging to various banks but the author has not presented
data and results based on types of sample bank.

8. Dr. Pahwa et al (2011), in their study “Analytical study of customer

satisfaction at ICICI Bank with special reference to ATMs” aims at
analyzing the satisfaction levels of customers of ICICI Bank having
ATM cards in city of Udaipur. Some aspects of service quality include

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 ATM personnel, location, sufficient number of ATMs in the city,
regularity in working of ATMs, their impact on overall performance and
their opinions on various other related issues. The aim of the study was to
analyse the average level of satisfaction ICICI bank customers using
ATM. The findings include average level of satisfaction of ATM
customers with respect to all aspects except sufficiency of number of
ATMs in the city, location aspect, availability of power backup and
complaint book at ATM booth, which need more attention by the Bank
as the rank was below the neutral state. Though the study has been done
on the basis of primary field research, the co-operative sector and Public
sector have not been considered. Researchers have taken into account on
customer perceptions but not considered staff perceptions of delivery
channels which are equally important.

9. Vijay M. Kumbhar (2011), the research paper “Determinants of

customer satisfaction in ATM service setting : Empirical evidences from
India” strives to provide a preliminary investigation of factors affecting
the customer satisfaction in ATM service. The study is based on primary
data from customers of Nationalized and Private sector banks. The
objectives of the study were to identify important service quality
dimensions affecting ATM service quality and develop a specialized
scale to assess customer satisfaction in ATM service, to examine the
predictive ability of service quality, brand perception and perceived value
in customer satisfaction in ATM service, to examine the dimensionability
and reliability of the proposed scale and their future applicability. The
study reveals that system availability, e-fulfillment, cost effectiveness,
security and responsiveness, efficiency, easiness and convenience and
contact were most important factors. This study is with reference to
private and public sector banks. However, co-operative banks have not
been considered. As regards, in the present study, banks from all the
three sectors (public, private and co-operative) have been considered for

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 better comparison. Further, this study has not tried to find out the cost
effectiveness in terms of actual saving in money, which has also been
included in the present research study.

10. Dr. Choodambigai (2010) in the research paper “Customer satisfaction

of credit cards and ATM services of SBI in Coimbatore” attempts to
study customer satisfaction of credit cards and ATM services of State
Bank of India in Coimbatore. The objectives of the study in relation to
ATM cards were to study the awareness and usage of ATM services, to
examine the difficulty faced by the samples using ATM cards, to identify
the association between age and purpose of using ATM cards and to rank
the reasons to choose the ATM card facility among the selected samples.
According to this study majority people prefer to use ATM services for
withdrawal of cash, followed by withdrawal and balance enquiry. A tiny
number of people use ATM services for withdrawal and statement of
receipt and balance enquiry and withdrawal and statement of receipt.
Though this study is a good attempt to ascertain customer satisfaction of
credit cards and ATM services, it is based on customer perceptions of
only one PSB bank. Thus, there is no comparison available with
customer perceptions of other PSB banks or banks belonging to private
sector or co-operative sector which the present piece of research has
ensured.

11. Sachin Kumar (2011), In the article “India riding the ATM wave”
presents the reader with rising number of ATMs in the country by nearly
one third while cash withdrawn through ATM rose three times between
Jan 2010 and Jan 2011. The author points out correctly to the fact that the
important reason for the increasing popularity of ATMs in India is the
bouquet of services they offer. Present day ATMs have turned into mini
financial stores offering services like money transfer, mobile and
electricity bill payment, income tax payment, cash deposit and even air
ticket booking. The articles draws attention of the readers to the fact that

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 customers trust of ATMs can be seen from the fact that many customers
do not even count the money dispensed from the ATM.

12. Sai Krishna (2009), in his study of “ATM cards in banks” has attempted
to find out why customers are increasingly using ATM cards. The
objectives of the study was to draw a profile of a urban ATM
cardholders, to identify the factors influencing the people to use ATM
cards, to assess the benefits of ATM cards to the cardholders, and to
assess how, where and when ATM cards are used. This study certainly
helps the banks to concentrate on increasing the volume of the number of
ATM card holders by providing various user-friendly schemes. The
author suggests that banks must concentrate more on promotional
activities in order to create bank’s image in the minds of the card holders
and try to balance the quality and service to remain as market leader.
Though, this study is based on primary data and considers respondents
from only one bank viz. State Bank of Hyderabad, Vishakapattanam, has
focused on only public sector banks leaving out private and co-operative
banks. Hence, it is not a comparative study of different types of banks.

13. Sakthivel N. (2008), in the case study “Customers’ Perception of ATM

services – A comparative Analysis” analyzes the levels of satisfaction of
the ATM customers of ICICI Bank and SBI. The objectives of the study
were to find out the factors influencing customers to select ATM
services, to understand their levels of satisfaction of ATM services, to
analyse the problems faced by the ATM customers at Gobichettipalayam
in Tamil Nadu. The analysis showed that convenience was ranked first.
Nearness was ranked second followed by round the clock facility.
Prestige was ranked fourth and minimum balance was ranked fifth. From
the analysis of customer satisfaction of ATM services, 72 percent of
ICICI customers were highly satisfied and 78 percent of SBI customers
were highly satisfied. The study revealed that “High minimum balance”

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 was the most significant problem faced by the customers. The second
problem faced by customers was “Fine on not maintaining minimum
balance” and the third problem was “crowd during peak hours”. The
researcher has suggested opening up additional ATM counters to
improve customer satisfaction. Thus, this study takes into account only
private and public sector banks leaving out co-operative sector. Further,
the researcher has not tried to find out the customer perceptions related to
cost effectiveness of ATM usage. Also this study does not focus on staff
perceptions unlike the present research study.

14. Banknet Publications (2007), published the “Report on Indian ATM

Industry in 2007”, is based on online survey of 316 respondents who
were in the age range of 20-60 years, from cities spread across India. The
objectives of the study were to get an insight into ATM users
perceptions, requirements and problems, and to help banks and vendors
in making ATM transactions user friendly and satisfying. The results of
the survey showed an increase in the monthly usage of ATMs mainly
due to large number of services offered by banks which are now being
used by consumers. Limit on daily cash withdrawal was another major
problem identified by this survey. Cash in ATM was depleted at a
faster rate than what banks expected, due to inadequate cash
management and the need for better forecasting of daily cash
requirements at various locations by banks. The methodology consisted
of only primary data collection using an internet based survey. This
survey was open to all ATM users irrespective of which bank they
belonged to. Hence, the findings cannot be related to a particular bank or
any banking sector, thereby limiting the applicability of the
recommendations. Whereas in the present research study a comparison of
banks belonging to three different sectors has been done. As a result it
will be easier for bankers to implement recommendations.

15. Khanna (2006), in the article “Prevention of Automatic Teller Machine

Fraud” discusses in detail frauds related to ATMs. The author has
discussed different methods adopted by fraudsters like phishing,

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 skimming, the Lebanese loop, pretexting and spoofing. The author has
suggested precautionary measures for customers and banks. This article
is useful but theoretical and is not supported by primary data.

16. Ogbuji et al (2012), in their research paper “Analysis of the negative

effects of Automated Teller Machine (ATM) as a channel for delivering
banking services in Nigeria” proposed that the ATM system of delivering
banking services not only contribute to increasing rate of fraud but
equally lures Nigerians into profligate expenditure. The study reveals that
ATM was lauded by several customers as an alternative to standing in
long Q’s. But today, this has become a source of worry to customers and
banks. This study concludes that ATMs have contributed to the alarming
rate of fraud in Nigerian banking industry. ATM fraud could be reduced
but cannot be wiped out completely. The study comes out with the
conclusion that out of various services of ATMs, inability of the machine
to deliver seamless service, poor maintenance by management,
frustrating network, irregular deductions from customer accounts were
problems faced by customers. However, problem of network failure was
the most outstanding problem.

17. Moya et al (2010), in their paper “Technological innovations in Bank of

Africa (Uganda) : An evaluation of customer’s perception”, have
attempted to ascertain customers perceptions and employees perception
on the effect of electronic delivery channels in Bank of Africa. The study
indicated that electronic delivery channels have contributed positively for
enhancing customer services in Bank of Africa especially due to ATMs
and Internet banking. The authors recommend that “for banks to remain
competitive there is considerable need to be innovative by adopting and
diffusing various IT innovations”. Since, banks need to be competitive;
the study recommends that Bank of Africa should make more and more
investment in Information technology.

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18. Dr. Islam et al (2007), have attempted a case study entitled “Customer
satisfaction of ATM services : A case study of HSBC ATM” in
Bangladesh. The study aims at investigating the satisfaction levels of
HSBC ATM cardholders with respect to various aspects of service
delivery. Both, staff and customer cardholders have been considered in
this study to find out the performance of HSBC ATM, service quality of
ATM personnel, recommendations to improve the service quality. The
study highlights that machine complexity, machine breakdown, poor
quality notes are the major problems faced by ATM users which are
similar to problems reported by users in the present research study.
Similarly, customers have recommended increase in number of ATM
locations, new ATMs, better currency quality, increase in safety-security
etc.

3.2 Part – 2 : Review of literature on Mobile Banking

1. Nayak et al (2014), in the study “A study of adoption behaivour of

mobile banking services by Indian consumers”, aims to analyse the
factors that influence the adoption behaivour of mobile banking services
by Indian consumers. Through the literature reviewed, the authors
highlight that banks should create awareness about mobile banking in
different media and methods, trust-security and privacy are points of
concern. Similarly, perceived cost and ease of use are important factors
in the adoption of mobile banking. Although an effort has been made by
the authors based on theoretical inputs to explain various models that
help in study of adoption behaivour of mobile banking services, the study
is not supported by primary data.

2. Niti Kiran (2013) in the article “Mobile banking on the rise in India”
highlights that SBI group dominates the space in terms of volume with an
overall share of 67.4 % in total volumes in Nov 2012. Private and
foreign banks followed with an overall share of 30.1% and PSBs and Co-
operative banks accounted for only 2.5% in November 2012. The article

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 also sheds light on the fact that mobile recharges, DTH recharges, ticket
bookings (movies / travel) were among the fast growing transactions in
mobile banking.

3. Dr. Garima Malik et al (2013), in the paper entitled “A exploratory

Study on Adoption and Use of SMS/Mobile Banking in India with Special
reference to Public Sector Banks”, seeks to investigate the perceptions of
banks and customers regarding the adoption of technology. For this
purpose, an exploratory research was conducted in NCR (Northern
Capital region) in 2012. Two public sector banks viz. State bank of India
and Punjab National Bank were chosen to interview 200 bank customers
using mobile phone for six months. The data was analysed using
descriptive analysis like factor analysis and ANOVA. Research
objectives include a. to gain an insight into SMS/Mobile banking users
and non-users perceptions, requirements and problems, to find out the
factors influencing the use of SMS/mobile banking and b. to help banks
in making SMS/Mobile transactions user friendly and satisfactory. The
research finding was that there is significant difference in acceptability of
mobile banking services among customers of both the banks. The study
concluded that “SMS/Mobile Banking services are gaining popularity
among the users day by day but still banks have the potential of
increasing its usage for customers. However, lack of Regulations for
Electronic Banking in India remains a setback for mobile banking which
needs to be addressed to ensure customer trust and to make it more
effective in the times to come”. In this paper the authors have very
rightly concluded that SMS/Mobile banking is gaining popularity among
customers. Though the study is field based, it has studied only two PSU
banks and one delivery channel. The study is not comparative study of
different types of banks and delivery channels.

4. Dr. Vinod Kumar Gupta et al (2013), highlights in the paper “Mobile

banking services as adoption and challenges : A case of M-banking in
India (Positive and Negative impacts, mobile growth in India, adoption
models and mobile technology)”, that mobile banking scores over

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 internet banking as the former permits anywhere, anytime banking
without the need for a computer terminal to access their bank accounts.
The paper discusses the positive and negative effects of mobile banking.
The positive impact of Mobile Banking includes cost reduction for
services provided by banks, to control fraud it is a very effective way of
improving customer service could be to inform customers in better
manner. Reminder facility aids bank to send reminders to customers of
outstanding loan repayment dates for the payment of monthly
installments, easy to avail mobile services where the geographical
boundaries do not matter anymore, security features like customers
mobile receives only SMS alerts and last few digits of account number
and type of account are sent to customer. On the other hand negative
impact of mobile banking is primarily with respect to mobile banking not
being available on any device. If the customer does not have a smart
phone the types of mobile banking are limited. Cost of network charges,
mobile banking charges may add up to quite a significant amount
especially if customers accesses mobile banking frequently. Security
especially with reference to “Smishing” which is a security threat on
mobiles. The paper is good but theoretical in nature and would have been
more effective if it had been supported by primary data.

5. Sunil Kumar Mishra et al (2013), in the paper “Mobile banking

adoption and benefits towards customers service”, aim to find out the
facilities provided by mobile banking, to study the advantages and
disadvantages of mobile banking and to study the mobile banking
services used worldwide. The study concludes “Evidently, mobile
banking is considered as a new era in banking, in which banks are
spending considerable amount of money to have it available to their
customers and to cut their cost of operations. Unfortunately, evidences
have shown that a large number of customers do not use mobile banking
for various reasons, despite its benefits”. This is a descriptive research
paper based on secondary data collected from different sources like

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 websites, research papers, magazines and would have been more
effective if supported by primary data.

6. Neha S. Shukla et al (2012), in the research paper “Understanding the

Adaptation of Mobile Banking among customers : An empirical
evidence”, highlights on the adoption of mobile banking services by
consumers and identifies different factors that influence the adoption and
use of mobile banking in North Gujarat region of India. Mean rank was
used to find out the reasons for not using mobile banking. The analysis
revealed that less knowledge about the operations of mobile banking
facility was the major reason for not using mobile banking. The second
reason was because respondents felt that mobile banking was too
complex to use and also respondents felt that it was too risky. Mean rank
was used to find out which services were used the most. Enquiry and bill
payments were most important reasons to use mobile banking. The
services of top-up, cheques request and payment was more or less used
similarly. The least used services of mobile banking is fund transfer.
Satisfaction level of respondents with respect to different aspects shows
that all time availability was the reason why maximum respondents were
satisfied. The other reasons in order of respondent’s preference were easy
to operate, easy access, cost effectiveness, less time consuming, trust &
privacy. The study takes into consideration only customer perceptions,
leaving out staff perceptions.

7. Prema Sharma Bamoriya et al (2012), in the paper “Mobile banking in

India : Barriers in adoption and service preferences” focuses on the
barriers in the adoption of mobile banking by customers, perceived utility
of mobile banking services and influence of demographic variables on
mobile banking usage. The study was conducted in Indore. It would have
been preferable if the paper would have mentioned the type of banks
considered for data collection. The findings suggest that customer’s
security concern is the major barrier in adopting banking services. Also,

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 customers preferred information based services w.r.t. their accounts
rather than financial services provided to them.

8. Malarvizhi V. et al (2012), in the study “Users criteria for selecting

services in Coimbatore : empirical evidence” was conducted in
Coimbatore city in Tamil Nadu. Customers using mobile services in
urban areas were respondents. Samples were collected using purposive
sampling technique. Simple percentage and Garrett ranking technique
were used for data analysis. The survey tried to find out the criteria for
selecting mobile banking services of respondents. The first rank was
given to less charges for mobile banking followed by wide area network,
third rank to safety transaction, fourth rank to no hidden charges, fifth
rank to reliability and availability, sixth rank to 24 hours access, seventh
rank to secrecy, eighth rank to easy to use.

The researcher suggests that banks must popularize mobile banking

services through publicity which may be done through different media.
Since training in use of these services is important, banks must arrange
awareness programmes for customers. The researchers have not dealt
with the problems faced by customers in the use of mobile banking. Also,
it is not clear as to which type of banks were considered for the purpose
of this study.

9. Gazal Aggrawal et al (2012), endeavours to study in the paper “Mobile

banking : A new paradigm shift in buying channel” the impact of mobile
banking on the service quality of the customer. The objectives of the
study are to test the awareness level of customers of mobile banking,
perceptions of customers regarding mobile banking and to determine the
level of satisfaction in mobile banking. 100 customers from Patiala
district were considered for collection of data. The study concludes that
“The major concern of all customers is security and privacy related to

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 mobile banking. Due to this reason, branch itself is still the most
preferred channel of banking”.

10. Mohini S. Samudra et al (2012), “Factors influencing the adoption of

mobile banking with special reference to Pune city” used the UTAT
model to find out the adoption of mobile banking services amongst
customers of private and public sector banks. The findings suggest that
mobile banking services should be promoted to middle managers with a
salary between Rs.1 to Rs. 6 lacs p.a. and falling in the age group of 25-
30 years. The authors suggest that creating awareness is important and
that ATM center having high footfalls could be the place to being with.
This study does not give comparative results for private and public sector
banks and also does not consider co-operative banks.

11. Archana Sharma (2011), in the research work “Mobile Banking as

technology adoption and challenges” tries to plug gap in research in the
acceptance of mobile banking among the consumers. The primary
objectives of the study are to focus on the adoption of mobile banking
services by consumers, to identify factors influencing the adoption and
usage of mobile banking in India. The paper is based on exploratory
research. The research is quantitative as well as qualitative and uses a
questionnaire to collect data from users and non-users of mobile banking.
Primary data was collected in Ghaziabad in UP from 100 respondents.
The barriers in the use of mobile banking were mainly on account of
access problems where possibility of error is higher than in internet
banking, using key code list with mobile phone is complicated and
mobile phone is unpractical devise for banking with good positive
correlations. On the other hand, dissatisfaction due to data transmission
is very slow, mobile banking services are risky and not secure, mobile
banking services are not versatile enough, are some of the reasons Lastly,
due to inability to provide knowledge leads to insufficient guidance in
using mobile banking service and is complicated reflects that respondents

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 behaivour is linked to solving problems. The non-users of mobile
banking services were afraid of using new technology due to complicated
systems and no proper guidance provided to them.

12. Vijay M. Kumbhar (2011), in his research paper “Scope and problems
of M-banking solution for unbanked : A review of Indian economy”
depicts the scope of mobile banking in India and also attempts to identify
the problems faced by users and non-users of mobile banking. The major
problems and threats in m-banking in India are network coverage,
security, low cost effectiveness, inconvenience in using mobile handset,
IT literacy etc. Based on the outcome of the study, the author suggests
that there is utmost necessity to create awareness amongst customers
about m-banking, technology used should provide confidentiality,
integrity, authenticity and non-reputability etc. The research
methodology adopted mentions that primary data was collected from
users and non-users of mobile banking. However, demographic data or
any other analysis has not been depicted in the paper. The paper is
largely based only on secondary data.

13. Rajnish Tiwari et al (2006), in the paper “Mobile Banking as a business

strategy : Impact of Mobile Technologies on customer behaivour and its
implications for banks” examines the opportunities for banks to generate
revenues by offering value-added, innovative mobile financial services
while retaining and even extending their base of technology savy
customers. The customers acceptance of mobile banking was surveyed in
the German cities of Hamburg, Frankfurt and Munich across 488 persons
in the age group of 18-65 years. The paper concludes that “Mobile
banking presents an opportunity to retain their existing, technology savy
customer base by offering value-added, innovative services. It might
even help attracting new customers. Further, Mobile banking presents a
chance to generate additional revenues”.

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3.3 Part – C : Review of literature on Internet Banking

1. Shilpan Vyas (2012), in the paper “Impact of E-banking on traditional

banking services”, attempts to introduce terms like e-banking by giving
its meaning, functions, types, advantages and limitations. More
importantly it attempts to show the impact of e-banking on traditional
services and finally documents the results. The researcher discusses the
impact of e-banking on traditional services by focusing on the fact
that e-banking transactions are much cheaper than branch or even phone
transactions. This in turn could turn yesterday’s advantage of a large
branch network into a comparative disadvantage allowing e-banks to
undercut brick and mortar banks. This is called the “beached dinosaur”
theory. The paper is based only on secondary data. Use of primary data
would have added to the effectiveness of the paper.

2. Geetha K.T. et al (2012), in the study “Acceptance of e-banking among

customers (An empirical investigation in India)”, have collected primary
data from commercial banks in Coimbatore. The study found that
customers had weak understanding of internet banking, although they are
aware about risk. Customers were reluctant to join new technologies or
methods that might contain little risk. The researchers suggest that banks
should design their websites to address security and trust issues. In order
to enhance the level of security and trust, banks should ensure that online
banking is safe and secure for financial transactions like traditional
banking. Banks need to organize seminars & conferences to educate the
customers regarding uses of online banking as well as security and
privacy of their accounts. Customers are not using internet banking due
to lack of computer literacy, should be educated with basic skills
required to use internet banking. Banks must emphasize the aspect
pertaining to saving in costs by using internet banking. The research
work considers only commercial banks leaving out co-operative banks. If
the researcher had presented a comparative analysis of findings

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 pertaining to PSBs and Private sector banks, the study would have been
richer and more useful.

3. Sabita Paul (2013), conducted the research study “The Adoption of

electronic banking (e-banking) in Odisha” with the main objective to
find whether the younger generation is more computer savvy so they are
more willing to adopt e-banking and the higher the respondent is literate
and particularly PC-literate, is more likely to adopt e-banking, and to
determine some important factors that influence the adoption of E-
banking in Orissa. Data was collected from customers of commercial
banks and in some cases from bank managers and IT Officers of different
commercial banks. The study found that ATM was the most popular
electronic channel used by the people separately or jointly with the
traditional banking. Though a large no of respondents are using internet,
more than 50 percent customers prefer traditional banking rather than E-
banking. Mostly these respondents belong to the old generation.
Traditional banking is popular among the old generation people who
don‘t have any computer knowledge and lacks some interest as they feel
it somewhat insecure, sometimes due to lack of interest for internet
hacking. The researcher should have also dwelt on issues like customer
perceptions on problems faced in e-banking, e-banking services used,
suggestions etc. to add more value to the research work. Though data has
been collected from managers of banks, findings have not been depicted.

4. Selvam V. et al (2011), in the paper “Customers Awareness and

satisfaction about e-banking : A study with reference to ICICI Bank,
Gobichettipalayam Town” aim to study whether the customers of ICICI
bank have awareness about e-banking facility and the level of
satisfaction of customers about e-banking facility provided by ICICI
bank. The researcher concludes that though awareness level of students is
very high about e-banking, the bank should take necessary steps to create
awareness about e-banking to all types of customers. The bank should

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 take steps to create awareness among all income group customers and
take steps to satisfy all types of customers. This study could have been
more useful if the researcher had revealed details regarding usage
patterns and also identified the services used and problems encountered
in the use of internet banking.

5. Dr. Sofri Yahya et al (2009), in the case study “Internet banking in

Hyderabad – Issues and Prospects” has collected primary data from 200
respondents from Hyderabad which is an equal mix of people working in
the banking sector and also the non-banking group. The case study
findings reveal that respondents who had banking background and
banking knowledge showed high levels of Internet banking usage, cost
factor was not highly related to internet banking and awareness and
availability of services and technology benefits has a positive impact on
the acceptance of online banking technology.

6. R. Bhavani et al (2008), in their article “Online Banking – A paradigm

shift” have discussed the features of internet banking and given a brief
description about the working of internet banking. Finally, they have
discussed security aspects and suggested some remedies. They have also
highlighted the advantages and disadvantages of internet banking. The
article concludes that “the implementation of this technology seems to be
relatively easy in developed economies, but not so in the developing
economies”. The article is based on only secondary data and is not
backed by primary data”.

7. Manoj Kumar Joshi (2008), in the article “Internet Banking

Authentication – The need of the hour”, concludes that “internet banking
has become a cost-effective and convenient means for carrying out
banking transactions in the present times. However, the rise in the theft
of private and confidential customer data through a variety of software
and hardware techniques has necessitated reliable authentication of data”.

84
 The article explains customer authentication with emphasis on single
factor and two factor authentication. The author discusses different forms
of fraud and the role of banks and financial institutions to provide
customers better security and confidentiality. The study is not supported
by primary data and is based on secondary data.

8. Nagesh (2007) in the article “Internet banking – A Regulatory

Challenge”, concludes that “Various benefits like swift delivery of
services and anytime/anywhere banking have increased its popularity.
The technological advances, led to the growth of Internet banking, have
also contributed to the emergence of various risks for banks as well as
customers”. In this study on Internet banking the author has discussed the
use of Internet banking in various countries of the world and provides lot
of benefits to the customers. The study is not based on primary
investigation and field research.

9. Sivanand CN et al (2004), in the research study “Barriers to mobile

internet banking services adoption : An empirical study in Klang valley
of Malaysia” the researchers have tried to examine the perceived barriers
for adoption of mobile Internet banking services by the customers of
different banks in Klang valley of Malaysia. The study has identified
some issues pertaining to telecommunications, network service providers
and banks which can become barriers in diffusion of mobile internet
banking technology. The authors conclude that “bankers take efforts in
diffusing the mobile banking technology by developing the faith and
usefulness, ease of use, credibility, reliability, access and fastness among
customers”.

85
3.4 Part - D : Review of literature on impact of Information
Technology on profitability and customer
services
1. Taneesha Kulashretha (2012), in the article “The M-Banking Leader”,
discusses the popularity of m-banking amongst Public Sector Banks and
Private Sector Banks. The article concludes that “M-banking costs a
tenth of what a bank spends at a branch for a similar transaction”. As a
result banks are trying to push corporate customers to use mobile
banking following the removal of Rs. 50,000 per day cap on m-banking
transactions by the RBI.

2. B. Muniraja Shekhar et al (2012), “It would be obviously difficult for

laggard Co-operative banks to attract new young customers if they do not
increase their investments on IT in the right direction with cautious
approach”. Though the author has discussed about UCBs in detail but the
findings are not backed by primary study. Thus, the research is
theoretical in nature.

3. Dr. Seema Sant et al (2012), the paper “A study of the profitability of

Urban Co-operative Banks (in Greater Mumbai and Andjalgaon for 5
years)”, evaluates the performance of urban Co-operative Banks for the
period 2004-2009. Financial ratios to measure the profitability, liquidity
and credit quality performance of top 10 urban co-operative banks from
Jalgaon and Greater Mumbai, have been used. The study concludes that
the technological changes have significantly improved the productivity
and profitability margins of the banks. The statistics indicate that the
performance of UCBs in Greater Mumbai is significantly better than
performance of UCBs in Jalgaon. Moreover, with the advancement of
communication technology the UCBs have been successful in reducing
the burden and credit-deposit ratio. Although the study evaluates
performance of only urban co-operative banks, it does not consider
public sector banks and private sector banks.

86
4. Harsh Anand (2011), the purpose of the paper “Productivity and
profitability in banking of Bank of Baroda Vs Ing Vysya Bank” was to
compare the productivity and profitability of a public sector bank with
that of Private sector bank. The study compared the performance of Bank
of Baroda, a public sector bank with that of ING Vysya Bank, a private
sector bank. The findings of the study show that profit per employee and
business per employee of Bank of Baroda is better than Ing Vysya
mainly due to two reasons a. the computerization and b. commencing of
retail loans and SME loans. The retail and SME loans on one side
increase the margins and on the other side are helpful in controlling
NPAs. However, this study does not consider Co-operative banks.

5. M.Musara et al (2010), the objective of the paper “Has technological

innovations resulted in increased efficiency and cost savings for banks
customers?” was to determine the role played by technological
innovations in improving efficiency in banks and reducing costs for
customers. The findings of the study support the contention that
technological innovations are benefitting customers in terms of improved
efficiency and reducing costs for the banking sector customers and has
proved that technological advances played a significant role in improving
the welfare of the customers.

6. Subbiah (2009), “Growth and profitability of banks to a large extent

depends on customer service”. The author discusses different aspects of
customer service in Commercial banks but has not considered co-
operative banks and the findings are not supported by field data.

7. Seema Sant (2008), concludes in the paper entitled “Urban Co-operative

Banking & technology” that human resources and technology
upgradation are important for ensuring optimal performance of Urban
Co-operative Banks. Co-operative Banks have a larger reach in terms of
customer numbers, and hence need to be more efficient. Thus,
technological upgradation helps the banks in enhancing the quality of

87
 customer services. The article focuses on only urban co-operative banks
leaving private and PSBs out of the scope for discussion. Besides, this
paper is based on theoretical aspects and not backed up by primary data.

8. In their research paper Mittal & Dhingra (2007), have made a sincere
attempt to analyse the impact of technology on productivity and
profitability of banks. In their paper it is concluded that “The output of
DEA, indicates that private sector banks are much better than public
banks in productivity and profitability indicators. Hence, of the many
factors which could lead to improved performance of banks, increased IT
investments is one of the vital contributing factors for enhanced
performance”. Thus, it is a good effort made by the researchers.
However, in this paper researchers have studied only private banks and
PSU banks. Thus, the study would have been much better if they would
have included co-operative sector in their research work.

9. Amandeep (1993), in the book titled “Profits and profitability in

Commercial Banks” has tried to determine the share of different factors
that help in determining the profitability of commercial banks. The
author has used trend analysis, ratio analysis, and multiple regression to
assess the profitability of commercial banks.

3.5 Part – E : Multi-delivery channels

1. Dr. Uppal R.K (2012), the objectives of the study include analysis of
customers perceptions regarding e-banking services, problems faced by
bank customers while using e-channels and to prepare some strategies to
enhance e-channel service on the basis of empirical study. Public sector
banks, Private sector banks and foreign banks operating in Ludhiana
district of Punjab were considered for the study. The study found that
ATM was the most popular delivery channel followed by online banking,
e-payments, m-banking and tele banking in order of preference.
Problems faced by bank customers while using e-channels were in order

88
 of rank as inadequate knowledge, poor network, lack of infra-structure,
lack of knowledge regarding IT, poor response to employees, unsuitable
location, time consuming, lack of cash of big amount, lack of online
shopping facility, misuse of ATM cards, and difficulty in opening
account. The study concludes that “all banks whether it is public sector,
private sector or foreign banks are providing e-banking services. Also
customers have become more demanding with the passage of time”. The
study considered only the commercial banks but left out the Co-operative
banks. A comparison with co-operative banks would have added more
value to the present research.

2. Dr. B.S. Sawant (2011), in the paper “Technological developments in

Indian banking sector”, discusses the technological developments in the
area of payment systems. The paper concludes that banks in India use IT
not only to improve their own internal usage but also to provide more
facilities and services to their customers. The author has made sincere
efforts to present the technological developments based on secondary
data but the paper would have been more useful if it had been backed up
by primary data.

3. Vijesh R. et al (2011), in the study “Technology management in bank

–risk on alternate channels – A global study”, has discussed several
alternate channels. Data was collected from top level managers of 10
banks from five countries. The study concludes that “technology is very
significant factor for launching a new product, further promotion, growth
strategies execution, risk eradication and advancements in regular
activities of banking sector among the tight competition”. The study does
not consider views of staff at different levels nor does it consider views
of customers.

4. The thesis of V.M. Kumbhar (2010), “An empirical study of

Alternative Banking & Impact on Customer satisfaction : A case study of

89
 PSU and Private banks in Satara city” revealed “service quality of
alternative banking and customer satisfaction is close related factors”.
Though this study has been done on the basis of primary field research
the co-operative sector has not been considered. Further, the researcher
has not taken staff perceptions & profitability of delivery channels into
consideration.

5. Ragini A. Jadhav (2009), in her thesis entitled “Problems and prospects

of bank computerization – A study of selected Co-operative Banks in
Pune”, has found that “The present co-operative banking scenario is far
from the anywhere and anytime banking. This is mainly because the
system re-engineering for anywhere anytime banking demands use of
high level of technological tools on one hand and strengthening the
infrastructural facilities like communication system, networking etc. on
the other hand”. In this study the researcher has considered only co-
operative banks and not given any weightage to commercial banks which
form a major chunk of the Indian banking industry.

6. Thesis submitted by A.J. Joshua (2009) on “Adoption of technology –

enabled banking self services : Antecedents and consequences” reveales
“with appropriate measures taken by banks in India, technology-enabled
banking self services has the potential to revolutionise the way Indians
do banking”. The author has discussed the role of delivery channels and
the benefits thereon. However, the researcher has studied the Private and
Public banks and not considered co-operative banks for purpose of
comparison.

7. Dr. R.K.Uppal et al (2009), in the case study “E-Delivery Channels in

Banks”, tries to evaluate the perception of bank customers regarding
e-delivery channels and prepare strategies to enhance e-banking services.
The study is based on 768 respondents belonging to Public, Private and
Foreign banks. The study investigates customer perceptions regarding

90
 different delivery channels such as ATM, credit cards, internet banking,
mobile banking, smart cards, and telebanking. The study concludes that
customers are aware and highly satisfied with e-banking services and e-
banking has a bright future and it serves as a powerful tool to the banks
to satisfy the customers. Though this study is a good effort to ascertain
the customer perceptions of multiple channels, the staff perceptions have
not been considered. Also, the study does not consider the co-operative
banks.

8. Dr. Uppal R.K. et al (2006), in the research paper “Quality of services

in Traditional & e-bank : Employees perceptions”, strives to study and
analyse the efficiency of e-banks v. traditional banks, suggest some
strategies for improvement of e-banking in traditional banks. Thus, a
survey was conducted to understand the perceptions of bank employees
regarding their preference of e-banks over traditional banks. The sample
size of 60 employees having knowledge and experience of delivery
channels was selected. The survey was conducted in 2006 in the Punjab.
The findings of the study show that e-banks face problems regarding
ATMs especially w.r.t. interrupted ATM service, higher service charges
and longer working hours. Inspite of these problems e-banks are
preferred by respondents as they offer better banks products and services,
use latest technology, undertake better bank and branch management.
Respondents felt that bank customers prefer e-banks due to quick
services and accuracy in transactions and improved behaivour of
employees. They also felt that customer retention in e-banks was better
than traditional banks as the customer services were better and user
friendly with the use of delivery channels. The study has not considered
customer perceptions and has only considered employee perceptions.

9. Dr. Uppal R.K. (2006), the research paper “Banking service : A survival
factor for PSBs in the electronic era”, reveals that e-banking is needed
for survival of PSU banks to face the challenges posed by competition.
This paper investigates the perceptions of e-bank employees and also

91
 makes suggestions. Primary data was collected from 60 e-bank
employees having experience in dealing with delivery channels. The
survey was conducted in early 2006 in the Punjab. The findings of the
study revealed that socio-economic background of employees affects the
perceptions about each aspect, improved performance of banks is due to
use of e-channels and usage of e-delivery channels in India is not high
due to high rate of illiteracy and lack of knowledge. The author suggests
among other aspects that “cost-free and cost-effective e-channels should
be made available for the priority sector”. This research is based on PSBs
only and on primary data collected from staff of banks. Customer
perceptions have not been considered.

3.6 How is this research study different from earlier

studies?

No comprehensive research work has taken place in the last few years which
relates to assessing the impact of Information technology encompassing
banking delivery channels on profitability and customer services of banks.

The literature reviewed depicted that majority of the studies concentrated on

only public sector banks or private sector banks. Some studies also compared
public sector banks and private banks. However, the present study is unique
as it compares public sector bank, new private sector bank and co-operative
sector bank.

The literature reviewed also revealed that majority studies have considered
one electronic delivery channel for the purpose of research. But, the present
study considers three electronic delivery channels viz. ATM, Mobile banking
and Internet banking.

Similarly, the literature reviewed throws light on the fact that for the purpose
of research the impact of a chosen electronic delivery channels on either
profitability or customer service of banks was carried out. However, in the

92
present study impact on both aspects i.e. profitability and customer service of
banks has been studied which is very significant.

Further, this study considers perceptions of customers and staff unlike

majority studies that consider one of the two.

During the course of literature review, it was observed that literature on

Scheduled commercial banks was amply available whereas literature
pertaining to urban co-operative banks was scanty.

Thus, a sincere effort has been made to study sample banks pertaining to
three different sectors of the banking landscape, with the intention that a
better comparison of sample banks will throw up important findings which
banks can use to improve customer services and profitability.

Conclusion

In this chapter, the review of literature has been presented under five parts
for easy understanding. The literature reviewed pertains to the Indian and
International context. The uniqueness of the present study in comparison to
the studies reviewed has also been pointed out. The present study would
certainly help to bridge the research gap and also provide valuable findings.

93
 References

Part – A : Review of literature on Automated Teller Machine (ATM)

1 Dr. R Renuka & Mr. A. Paulraj (2014), “Customers’ satisfaction

towards Automated Teller Machine”, Indian Journal of Applied
Research Vol 4, Issue 5, May 2014, pp 333- 336

2 Shailesh Sisat & Vishwajit Barbuddhe (2014), “Secured Automatic

Teller Mactine (ATM) and Cash Deposit Machine (CDM)”,
International Journal of Advance Research in Computer Science and
Management Studies, Vol 2, issue 4, April 2014, pp 118-121

3 Dr. Giridhar K.V. & Ms. Krupa V.D (2013), “A study on customer
satisfaction towards services provided through ATMs in Malnad rural
regions of Shimoga District with special reference to SBM”,
International Journal of Scientific Research, Vol 2, Issue 9,
September 2013 pp 41-45

4 R.Melba Kani & Dr. A Merlin Thanga Joy (2013), “Issues and
challenges faced by ATM customers of State Bank of India in South
Tamilnadu”, PARIPEX-Indian Journal of Research, Vol 2, Issue 7,
July 2013, pp 158-160

5 Sunita Bishnoi (2013), “An empirical study of customers perception

regarding Automated Teller Machine in Delhi and NCR”, Integral
Review, Vol 6, No 1, June 2013, pp 47-60

6 Richa Tuli, Abhijeet Khatri & Anita Yadav (2012), “A comparative

study of customer attitudes towards ATM of SBI and ICICI Bank”,
International Journal of Marketing and Technology, Vol 2, Issue 8,
August 2012, pp 463 – 470

7 J. Ramola Premlatha & Dr. N. Sundaram (2012), “Analysis of

customer satisfaction with reference to ATM services in Vellore
district”, IJMER, Feb 2012 – Vol 2 Issue 2

8 Dr. Manvinder Singh Pahwa & Dr. Karunesh Saxena (2011),

“Analytical study of customer satisfaction at ICICI bank with special
reference to ATMs”, 3rd International Conference on Information and
Financial Engineering, Vol 12, IACSIT Press, Singapore

94
9 Vijay M Kumbhar (2011), “Determinants of customer satisfaction in
ATM service setting : empirical evidences from India”, Prajanan,
Journal of Social and Management Sciences, Vol XL, No. 2,
September 112, pp 123-136

10 Dr. S.R. Choodambigai (2011), “Customer satisfaction of credit cards

and ATM services of SBI in Coimbatore”, International Journal of
Exclusive Management Research, Vol 1, Issue 2, June 2011, pp 1-11

11 Sachin Kumar (2011), “India Riding the ATM wave”, Hindustan

Times, Mumbai, 6-3-2011

12 Sai Krishna (2009), “A study of ATM cards in Banks”,

http://www.saching.com/Article/A-study-of-ATM-CARDS-IN-
BANKS accessed on 29-2-2012

13 N.Sakthivel (2008), “Customers perception of ATM services – A

comparative Analysis”, Professional Banker, 2008, pp 66-74

14 Banknet Publications (2007), Banknet India’s report on Indian ATM

Industry”, Edition 2007

15 Dr. P.K.Khanna (2006), Prevention of Automatic Teller Machine

Fraud”, The Indian Banker, September 2006, pp 33 -37

16 Chinedu N. Ogbuji, Chima B. Onuoha & Emeka E. Izogo (2012),

“Analysis of the Negative effects of the Automated Teller machine
(ATM) as a channel for delivering banking services in Nigeria”,
International Journal of Business and Management, Vol 7, No. 7,
April 2012, pp 180-190

17 Moya et al (2010), “Technological innovations in Bank of Africa

(Uganda) : An evaluation of customer’s perception”, ASICT
Research & Training Repository
http://asictresearch.wordpress.com/2010/05/21/technological-
innovations-in-bank-of-africa-uganda-an-evaluation-of-
customers%E2%80%99-perception/

18 Dr. Md. Rafiqul Islam, Dr. Samir Kumar Sheel & Pallab Kumar
Biswas (2007), “Customer satisfaction of ATM services : A case
study of HSBC ATM”, http://ssrn.com/abstract=990242

95
Part – B : Review of literature on Mobile Banking

1 Nitin Nayak, Vikas Nath & Nancy Goel (2014), A study of adoption
behaivour of mobile banking services by Indian consumers”,
International Journal of Research in Engineering & Technology, Vol
2, Issue 3, Mar 2014, pp 209-222

2 Niti Kiran (2013), “Mobile banking on the rise in India”, Business

Today, 25-1-2013 accessed on 27-9-2013

3 Dr. Garima Malik & Mr. Kapil Gulati (2013), “A exploratory Study
on Adoption and Use of SMS/Mobile Banking in India with Special
reference to Public Sector Banks”, Pacific Business Review
International Vol 5, Issue 11, May 2013, pp 70-83

4 Dr. Vinod Kumar Gupta, Renu Bagoria, Neha Bagoria (2013),

“Mobile banking services as adoption and challenges : A case of M-
banking in India (Positive and Negative impacts, mobile growth in
India, adoption models and mobile technology)” , International
Journal of Scientific and Research Publication Vol 3, Issue 1, Jan
2011

5 Sunil Kumar Mishra & Durga Prasad Sahoo (2013), “Mobile banking
adoption and benefits towards customers service”, Special Issue of
International Journal on Advanced Computer Theory and
Engineering, Vol. 2, Issue 1, 2013, pp 78-83

6 Neha S. Shukla & Dr. Vimal K. Bhatt (2012), “Understanding the

Adaptation of Mobile Banking among customers : An empirical
evidence”, Research Expo International multidisciplinary Research
Journal, Vil 2, Issue 2, June 2012, pp 154-159

7 Prema Sharma Bamoriya & Dr. Preeti Singh (2012), “Mobile

banking in India : Barriers in adoption and service preferences”,
Integral Review, Vol 5, issue 1, June 2012, pp 1-7

8 Malarvizhi V. & Dr. A. Rajeshwari (2012), “Users criteria for

selecting services in Coimbatore : empirical evidence”, Asian Journal
of research in marketing, Vol 1, issue 1, Feb 2012

9 Gazal Aggrawal & Harminder Kaur (2012),Mobile banking “A new

paradigm shift in buying channel”, international Journal of Research
in Finance & marketing, Vol 2, Issue 1, Jan 2012, pp 68-79

10 Mohini S. Samudra & Milind Phadtare (2012), “Factors influencing

the adoption of mobile banking with special reference to Pune city”,

96
 ASCI Journal of Management, Administrative staff College of India,
pp 51-56

11 Archana Sharma (2011), “Mobile Banking as technology adoption

and challenges”, Zenith International Journal of Multidisciplinary
Research, Vol. 1 Issue 6, Oct 2011

12 Vijay M. Kumbhar (2011), “Scope and problems of M-banking

solution for unbanked : A review of Indian economy”, Sri Krishna
International Research & Educational Consortium, Vol 1, Issue 5,
Aug 2011, pp 107- 115

13 Tiwari, R., S. Buse, and C. Herstatt (2006), “Mobile Banking as a

business strategy : Impact of Mobile Technologies on customer
behaivour and its implications for banks” , in Technology
management for Global Future – proceedings of PICMET ’06, July
8-13, 2006, Istanbul (Turkey), pp 1935-1946

Part -C : Review of literature on Internet Banking

1 Sabita Paul (2013), “The Adoption of electronic banking (e-banking)

in Odisha, India, International Journal of Scientific & Technology
Research, Vol 2, Issue 5, May 2013

2 Shilpan Vyas (2012), “Impact of E-banking on traditional banking

services”, International Journal of Computers & Communication
Networks, Vol 2(3), July, 2012, pp 310-313

3 KT Geetha & V.Malarvizhi (2012), “Acceptance of e-banking among

customers (An empirical investigation in India)”,
http://jms.nonolympictimes.org/Articles/marticle.pdf

4 Selvam V. & Shi. Nanjappa (2011), “Customers Awareness and

satisfaction about e-banking : A study with reference to ICICI Bank,
Gobichettipalayam Town”, Prajanan, Journal of Social and
Management sciences Vol XXXIX No.3, October – December 2010

5 Dr. Sofri Yahya, Dr. Harashid, Thakur Rajendra Singh (2009),”

Internet banking in Hyderabad – issues and Prospects- Case Study”,
Professional Banker Vol-IX, Issue – 9, Sept 2009

6 T.R Nagesh, “Internet banking – A Regulatory Challenge”,

Professional banker, Vol. VII, Issue 12, December 2007 pp 37-48

7 R. Bhavani et al (2008), “ Online Banking – A paradigm shift”,

professional banker, Vol VIII, Issue 10, Oct 2008, pp 50-53

97
8 Manoj Kumar Joshi (2008), “Internet Banking Authentication – The
need of the hour”, Professional Banker, Vol VIII, Issue 3, March
2008, pp 25-28

9 Chavidi Naga Sivanand, Mulabagula Geeta, Suleep (2004), in the

research study “Barriers to mobile internet banking services adoption
: An empirical study in Klang valley of Malaysia”, the Internet
Business Review, Issue 1, October 2004

Part – D : Review of literature on Impact of information technology on

customer services and profitability of banks

1 Taneesha Kulashretha (2012), “The M-Banking Leader”, Outlook

Business, 29-9-2012

2 B. Muniraja Sekhar & Dr. B.Sudhir (2012), “ Core Banking solutions

in Urban Co-operative banks – Issues and challenges”, International
Journal of scientific & Engineering Research, Vol 3, Issue 8. Aug
2012

3 Dr. Seema Sant and Dr. P.T. Chaudhari (2012), the paper “A study of
the profitability of Urban Co-operative Banks (in Greater Mumbai
and Andjalgaon for 5 years)”, Zenith International Journal of
Multidisciplinary Research, Vol 2, Issue 5, May 2012, pp 124 – 134

4 Harsh Anand (2011), “Productivity and profitability in banking of

Bank of Baroda Vs Ing Vysya Bank”, Journal on Banking Financial
Services & Insurance Research, Vol. 1, Issue 4, July 2011

5 M.Musara et al (2010), “Has technological innovations resulted in

increased efficiency and cost savings for banks customers ?”, African
Journal of business Management, Vol 4(9), August 2010, pp 1813-
1821

6 Dr. A. Subbiah & S. Jeyakumar (2009), “Customer Services in

Commercial banks – A theoretical view”, Vol XXDV.8, August 2009

7 Seema Sant (2008), “Urban Co-operative Banking and Technology”,

Professional Banker, Vol VIII, Issue 5, May 2008, pp 61-65

8 R.K.Mittal & Sanjay Dhingra (2007), “Assessing the impact of

computerization on productivity and profitability of Indian Banks”,
Delhi Business Review Vol 8 No. 1, Jan – June 2007, pp 63-73

9 Amandeep (1993), “Profits and Profitability in commercial banks”

98
Part – E : Review of literature on multiple delivery channels

1 Dr. Uppal R.K (2012), Transformation in banks through e-delivery

channels – An empirical study, Asian Journal of Research in Banking
and Finance, Vol 2 issue 4, April 2012

2 Dr. B.S. Sawant (2011), “Technological developments in Indian

banking sector”, Indian Streams research Journal, Vol. 1, Issue IX,
Sept 2011, pp 1-4

3 Vijesh R, V.Vijay Anand, and N. Panchanatham (2011), “technology

Management in bank – Risk on Alternate channels – A global study”,
International Conference on technology and Business Management,
28-30 March 2011

4 V.M. Kumbhar (2010), “An empirical study of Alternative banking &

Impact on Customer satisfaction : A case study of PSU and Private
banks in Satara city”, Ph.D Thesis, Shivaji University, Kolhapur,
December 2010

5 Ragini A. Jadhav (2009), “Problems and prospects of bank

computerization – A study of selected Co-operative Banks in Pune,
University of Poona, Pune, Ph.D thesis

6 A.J. Joshua (2009) on “Adoption of technology – enabled banking

self services : Antecedents and consequences”, Cochin University of
Science & Technology, Kochi, Kerala, Ph.D Thesis, August 2009

7 Dr. R.K.Uppal & Pooja (2009), “E-Delivery Channels in Banks”,

Professional Banker, March 2009, pp 62-70

8 Dr. R.K. Uppal & Rimpi Kaur (2008), “Quality of services in

Traditional & e-bank : Employees perceptions”, Indian banking -
Transformation through Information Technology, Mahamaya
Publishing House, New Delhi, Ed 2008, pp 212 to 223

9 Dr. R.K. Uppal & Rimpi Kaur (2008), “Banking service : A survival
factor for PSBs in the electronic era”, Indian banking -
Transformation through Information Technology, by Mahamaya
Publishing House, New Delhi, Ed. 2008, pp 251-259

99