Are online payment systems customer-centric? – A study on Indian public sector banks

Internet banking has experienced phenomenal growth in recent years. The paper has tried to identify the features which are affecting the experience of customers of Indian PSBs regarding payment systems of online banking. It has also studied the recent growth rate of payment systems of online banking. The research work is based on both primary data and secondary data. The paper points out that banking payment systems are making a shift towards paperless systems from paper-based systems. It also suggests that reliable network connection, improved privacy and security features and standardised process of online payment procedures are the crux to make it more customer-centric.

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