Facilities offered by the banks and expectations of IT savvy banking customers

Abstract

The banking industry across the globe has witnessed a revolution in the last two decades in its efforts to meet the ever growing customer demands. The advancement of technology has encouraged many organisations to move across markets to position themselves as multinationals and the Sri Lankan banking sector is no different. Continuous analysis of customer demands has driven the banks to rely heavily on technology thereby crowding the markets with many products and services.Sri Lankan banks today are continuing to introduce innovative electronic banking solutions to their customers. The question however is: How much of these electronic banking solutions are actually used by the customers? This study was conducted to identify the consumer response on facilities offered by the bank. A survey was conducted and data collected from 404 banking customers in the Colombo district were analysed. Results of the survey reveal that the topmost facilities demanded from the bank are accurate and secure services. The ATM is ranked as the third and the usage is 80%. The research concludes that customers expect the bank to provide a high level of service more than the electronic-based solutions per se.