HPH Bank Marketing by Dr. S.M. Jha

The new generation of ICT opened new vistas for the development of multi-channel banking considerably influenced by e-banking. This paved the avenues for redefining the concept of service quality in the banking world. The process of technological sophistication started gaining a rapid momentum since the beginning of 21st century. The banks all over the world started promoting techno-driven services. This helped banks in satisfying and retaining the customers. At the same time, the security threats on account of increasing cyber crime complicated the task of bank professionals. During yesteryears, the global economic recession has aggravated the magnitude of problem and we find even big players in Europe and USA falling like ninepins.