Impact of Information Technology on Alternative Channel Services and Its Service Quality

In the present scenario, the information technology has vital role to strengthen the banking network. With the use of information and communication technology, the banking sector created revolution in providing quality services to its customer. The information technology paved the way to the banking sector to provide the alternative channel services to its customer rather than the traditional services. The traditional banking service means branch banking where customer has to visit branch for performing the banking services. But, due to the development in information technology infrastructure, the banking sector able to provide the alternative services to its customer in the form of E-banking, Mobile banking, Debit and Credit cards and ATM. Alternative channel services are not only providing the quality services but also helps the banking sector in reduction of cost and time. In this study, the authors have tried to find out the impact of information technology on the performance of the alternative channel services and its service quality. For this purpose, the primary data is being considered which is collected from the respondents with the help of questionnaire. The customer perceptions regarding the alternative channel services and its quality are being tested with the help of service quality model. The study suggests, the different aspects which encourage the customers to adopt the internet banking services are cost, security and convenience