Customer Perception of the Quality of Online Banking Services (with Special Reference to SBI and ICICI): A Study on Chaos and a Complexity Perspective

  • Niyasha Patra
  • Nilanjan Ray
Conference paper
Part of the Springer Proceedings in Complexity book series (SPCOM)


Digitization has been introduced as a modern approach to globalization in this new era. It has a revolutionary impact on global, social, and economic aspects. With the same vision, India has taken part in this journey to transform India into a digitally empowered society. The present study aimed to find out customer perceptions of online/digital banking services provided by the State Bank of India (SBI; a public sector bank) and the Industrial Credit and Investment Corporation of India (ICICI; a private sector bank). The study focused mainly on the aspects of understanding, relationships, and customer values. It also illustrated game-changing strategies used by the banks to handle the current chaotic situation, which occurred due to a certain change in the existing conventional schema and the interference of complexity and chaos theory in a customer service satisfaction study. Here, five dimensions were considered for fulfillment of the study: reliability, empathy, responsiveness, securities and services, and assurance. Primary data were collected in prestructured questionnaires from 200 respondents of different ages, genders, professions, and incomes through e-mail, a field survey, personal contacts, and social media. This study showed the factors involved in customer ratings of SBI and ICICI, various challenges faced by consumers in different segments, acceptance of digital banking among consumers, and diverse challenges faced by banks in implementing a digitally based banking system.


Digital banking Consumer satisfaction Consumer perception Service gaps Banking chaos Complexity 



Automated teller machine


Bank service


Credit Card


Customer Care Personal


Customer relationship management


Debit Card


Electronic Funds Transfer


Government of India


Industrial Credit and Investment Corporation of India


Mutual Fund


National Digital Literacy Mission


Personal computer


State Bank of India


Smart Card


Service quality


Term deposit receipt


Unified payment interface


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Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • Niyasha Patra
    • 1
  • Nilanjan Ray
    • 2
  1. 1.Independent ResearcherKolkataIndia
  2. 2.Adamas UniversityKolkataIndia

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