An Explorative Study of Satisfaction Level of Cyber-Crime Victims with Respect to E-Services of Banks

It is important for the organizations to make sure that how far the customers are satisfied with the services they offer. This has directed to a surge in the popularity of measuring customer satisfaction in last few years. (Rexha et al. 2003) revealed that the satisfaction of corporate clients with their bank does not directly affect their propensity to use electronic banking. However, satisfaction does have a significant impact on trust and commitment, both of which do affect the likelihood that corporate clients will use electronic banking. The research paper attempts to study the assurance and responsiveness of public and private sector banks with respect to their customers exclusively cyber-crime victims. Most of the customers use electronic banking for their routine transactions and practice the various electronic services provided by banks. The paper further highlights the satisfaction level of cyber-crime victims with regard to the e-services of banks. This paper presents the preliminary findings of a research study to identify the essential ingredients of successful BCM implementation based on experiences of banks in India