Technological Impact on Service sector with reference to Online Banking

By
Mrs. Sumitha Javali
Lecturer
Dayananada Sagar College of Management and Information
Submitted to
Dayananda Sagar Institutions
For
International Conference Convergence of Science, Engineering and
Management
(ICCSEM-2013)
Paper No: ICCSEM-MS-111
Sector Code: MS-08
Sector Name: Management Sciences

Abstract
Todays world is one with increasing online access to services. One part of this which is growing rapidly is online banking.
Combined with online retailers there is a lot of money changing hands, directed only by communication over the Internet. This
is very convenient and the ready access to the Internet in all first-world Countries, coupled with the cost savings from closing
bank branches, is driving the deployment and adoption of these services.
Purely online transactions, however, lead to increased risk. None of the normal safeguards of real-world transactions are
present. Conversely, risk to the criminals is a lot lower (the attacker can be in a completely separate jurisdiction from all the
other parties in the transaction) and the retailer sees nothing but a faceless, nameless connection providing card details.
With the continuous growth of competition in the market place, understanding 0f customers has become more and more
important method of marketing. Research has shown that high service quality contributes significantly to profitability.
In search of competitive advantage, both parishioners and academics are keen on accurately measuring service quality in order
to better understanding its essential antecedents and consequences, and ultimately establish methods for improving service
quality. Now a days, the incredible growth of the internet is changing, the way corporate world conducts business with
consumers who are increasingly expecting higher service, becoming time conscious and wanting more convenience.
However, due to the services, intangibility, inseparability, heterogeneity and perish ability of production and consumption,
service quality becomes hard to evaluate. This paper highlights the need and indispensability of technology which is used in
banking service sector. Further the coverage of technology is minimal; efforts must be made to popularize it by educating the
corporate sector.

Key Words: Financial Service, Net banking, Technologies

1.0 Introduction
Origins of banking can be traced to ancient times, starting with rudimentary money lending and bartering practices for
agricultural and other commodities. But it gained great momentum only after the industrial revolution which commenced in
Europe in the 17th century, when Europeans started establishing colonies around the world and the need for credit for trade was
felt like never before.
Ever since banks started operating, their essential mode of operations remained much the same until late into 20 th century. But
the arrival of the internet in the 1990s changed all that. A plethora of possibilities emerged for worldwide commerce, which
naturally impacted the functioning of banks as well. Even now, technology evolution shapes the nature and extent of global
economic activity and continuous to fundamentally alter the global banking landscape.
Banks have traditionally been in the forefront of harnessing technology to improve their
Products, services and efficiency. They have, over a long time, been using electronic and telecommunication networks for
delivering a wide range of value added products and services. The delivery channels include direct dial up connections,
private networks, public networks etc and the devices include telephone, Personal Computers including the Automated Teller

Machines, etc. With the popularity of PCs, easy access to Internet and World Wide Web (WWW), Internet is increasingly used
by banks as a channel for receiving instructions and delivering their products and services to their customers. This form of
banking is generally referred to as Internet Banking, although the range of products and services offered by different banks vary
widely both in their content and sophistication.
Internet banking (or E-banking) means any user with a personal computer and a browser can get connected to his banks website
to perform any of the virtual banking functions. In internet banking system the bank has a centralized database that is webenabled. All the services that the bank has permitted on the internet are displayed in menu. Any service can be selected and
further interaction is dictated by the nature of service. The traditional branch model of bank is now giving place to an alternative
delivery channels with ATM network. Once the branch offices of bank are interconnected through terrestrial or satellite links,
there would be no physical identity for any branch. It would be a borderless entity permitting anytime, anywhere and anyhow
banking.
The network which connects the various locations and gives connectivity to the central office within the organization is called
intranet. These networks are limited to organizations for which they are set up. SWIFT (Society for Worldwide Interbank
Financial Telecommunication) is a live example of intranet application.
The changes brought about by IT (Information Technology), new products, more sophisticated customers, changing cost
structures, and enhanced competitive pressures have all combined to transform the structure of the banking industry. And with
further development of new technologies, the industry will likely continue to evolve.

1.1 Internet banking in India

The Reserve Bank of India constituted a working group on Internet Banking. The group divided the internet banking products in
India

into

types

based

on

the

levels

of

access

granted.

They

are:

i) Information Only System: General purpose information like interest rates, branch location, bank products and their
features, loan and deposit calculations are provided in the banks website. There exist facilities for downloading various types of
application forms. The communication is normally done through e-mail. There is no interaction between the customer and
bank's application system. No identification of the customer is done. In this system, there is no possibility of any unauthorized
person

getting

into

production

ii) Electronic Information Transfer System:

systems

of

the

bank

through

internet.

The system provides customer- specific information in the form of account

balances, transaction details, and statement of accounts. The information is still largely of the 'read only' format. Identification
and authentication of the customer is through password. The information is fetched from the bank's application system either in
batch

mode

or

off-line.

The

application

systems

cannot

directly

access

through

the

internet.

iii) Fully Electronic Transactional System: This system allows bi-directional capabilities. Transactions can be submitted by
the customer for online update. This system requires high degree of security and

control. In this environment, web

server and application systems are linked over secure infrastructure. It comprises technology covering
computerization, networking and security, inter-bank payment gateway and legal infrastructure.
iv) Automated

Teller

Machine

ATM is designed to perform the most important function of bank. The plastic card is replacing cheque,

(ATM):

personal attendance

of the customer, banking hours restrictions and paper based verification. ATMs used as spring board for Electronic Fund
Transfer. An ATM is an Electronic Fund Transfer terminal capable of handling cash deposits, transfer between accounts,

balance enquiries, cash withdrawals and pay bills. It may be on-line or 0ff-line. The on-line ATN enables the customer to avail
banking facilities from anywhere. In off-line the facilities are confined to that particular ATM assigned. Any customer
possessing ATM card issued by the Shared Payment Network System can go to any ATM linked to Shared Payment Networks
and perform his transactions.
v)

Credit

Cards/Debit

Cards:

The Credit Card holder is empowered to spend wherever and whenever he wants with his Credit Card within the limits fixed by
his bank. Credit Card is a post paid card. Every time a person uses this card, the Internet Banking house gets money transferred
to its account from the bank of the buyer. The buyers account is debited with the exact amount of purchases. An individual has
to open an account with the issuing bank which gives debit card with a Personal Identification Number (PIN). When he makes a
purchase, he enters his PIN on shops PIN pad. When the card is slurped through the electronic terminal, it dials the acquiring
bank system - either Master Card or VISA that validates the PIN and finds out from the issuing bank whether to accept or
decline the transactions.
Vi)Smart

Card:

Banks are adding chips to their current magnetic stripe cards to enhance security and offer new service, called Smart Cards.
Smart Cards allow thousands of times of information storable on magnetic stripe cards. In addition, these cards are highly
secure, more reliable and perform multiple functions. They hold a large amount of personal information, from medical and
health history to personal banking and personal preferences.

1.2 Technologies used in internet banking

Computer networking & Internet
The purpose of computer networking is sharing of computing resources and data across the whole organization and the outside
world. Computer Networks can be primarily divided into two categories based on speed of data transfers and geographical
reach. The commonly used networks are, Local area network (LAN) and Wide Area Network (WAN), on the other hand, is
designed to carry data over great distances and are generally point-to-point. Connectivity in WAN set-up is provided by using
dial-up modems on the Public Switched Telephone Network (PSTN) or leased lines, VSAT networks, an Integrated Services
Digital Network (ISDN) or T1 lines and also by Virtual Private Networks (VPN) which are software-defined dedicated and
customized services used to carry traffic over the Internet. The different topologies, technologies and data communication
protocols have different implications on safety and security of services.
To standardize on communications between systems, the International Organization of Standards developed the OSI model (the
Open System Interconnection Reference Model) in 1977. The OSI breaks up the communication process into 5 layers and
describe the functions and interfaces of each layer. The important services provided by some of the layers are mentioned below.
1.

Application Layer: Network Management, File Transfer Protocol, Information validation, Application-level
access security checking.

2.

Session Layer: Establishing, managing and terminating connections (sessions) between applications

3.

Transport Layer: Reliable transparent transfer of data between end points, end to end recovery & flow
control.

4.

Network Layer: Routing, switching, traffic monitoring and congestion control, control of network
connections, logical channels and data flow.

5.

Data Link Layer: Reliable transfer of data across physical link and control of flow of data from one machine
to another.

Protocols: The data transmission protocol suite used for the Internet is known as the Transmission Control Protocol/Internet
Protocol (TCP/IP). The Internet is primarily a network of networks. The networks in a particular geographical area are
connected into a large regional network. The regional networks are connected via a high speed 'back bone'. The data sent from
one region to another is first transmitted to a Network Access Point (NAP) and are then routed over the backbone. Each
computer connected to the Internet is given a unique IP address (such as 142.16.111.84) and a hierarchical domain name(such as
cse.iitb.ernet.in).The Internet can be accessed using various application-level protocols such as FTP (File Transfer Protocol),
Telnet (Remote Terminal Control Protocol), Simple Mail Transport Protocol (SMTP), Hypertext Transfer Protocol (HTTP).
These protocols run on top of TCP/IP. The most innovative part of the Internet is the World Wide Web (WWW). The web uses
hyperlinks, which allow users to move from any place on the web to any other place. The web consists of web pages, which are
multimedia pages composed of text, graphics, sound and video. The web pages are made using Hypertext Markup Language
(HTML). The web works on a client-server model in which the client software, known as the browser, runs on the local machine
and the server software, called the web server, runs on a possibly remote machine. Some of the popular browsers are Microsoft
Internet Explorer and Netscape Navigator.
Banking Products: Internet Banking applications run on diverse platforms, operating systems and use different architectures.
The product may support centralized (bank-wide) operations or branch level automation. It may have a distributed, client server
or three tier architecture based on a file system or a DBMS package. Moreover, the product may run on computer systems of
various types ranging from PCs, open (Unix based) systems, to proprietary main frames. These products allow different levels
of access to the customers and different range of facilities. The products accessible through Internet can be classified into three
types based on the levels of access granted:

Information only systems: General-purpose information like interest rates, branch locations, product features, FAQs,
loan and deposit calculators are provided on the banks web (WWW) site. The sites also allow downloading of
application forms. Interactivity is limited to a simple form of e-mail. No identification or authentication of customers
is done and there is no interaction between the banks production system (where current data of accounts are kept and
transactions are processed) and the customer.

Electronic Information Transfer System: These systems provide customer-specific information in the form of
account balances, transaction details, statement of account etc. The information is still largely read only.
Identification and authentication of customer takes place using relatively simple techniques (like passwords).
Information is fetched from the Banks production system in either the batch mode or offline. Thus, the banks main
application system is not directly accessed.

Fully Transactional System: These systems provide bi-directional transaction capabilities. The bank allows customers
to submit transactions on its systems and these directly update customer accounts. Therefore, security & control system
need to be strongest here.

1.3 Application architecture

A computer-based application may be built as a monolithic software, or may be structured to run on a clientserver
environment, or even have three or multi-tiered architecture. A computer application typically separates its 3 main tasks:
interactions with the user, processing of transactions as per the business rules, and the storage of business data. The three tasks
can be viewed as three layers, which may run on the same system (possibly a large, proprietary computer system), or may be
separated on to multiple computers (across the Internet), leading to three-tier or multi-tier architecture. These layers can be
briefly described as follows:

Presentation Layer: This layer is responsible for managing the front-end devices, which include browsers on personal
computers, Personal Digital Assistants (PDAs), mobile phones, Internet kiosks, Web TV etc. The presentation layer
takes care of user interface related issues like display

details, color, layout, image etc. It also has important

responsibilities in user authentication and session management activity.

Application layer: It contains the business logic (for processing of data and transactions) and necessary interfaces to
the data layer. It processes requests from the presentation layer, connects to the data layer, receives and processes the
information and passes results back to the presentation layer. It is responsible for ensuring that all the business rules are
incorporated in the software. The issues of scalability, reliability and performance of the services to a great extent
depend upon the application layer architecture.

Data Layer: The data layer uses a database package to store, retrieve and update application data. The database may be
maintained on one or multiple servers. A database package also supports back-up and recovery of data, as well as
logging of all transactions.

2.0 Benefits of Internet Banking:

The benefits and advantages of information technology for the smooth and efficient functioning of the banking business cannot
be disregarded and sidelined. Its proper and methodical use can bring the following advantages.
(1) Sound Payment System: The first advantage originating from the use of technological advances relates to the Payment
systems, which form the lifeline of any banking system. The payments in India are largely cash based although there are noncash based payments as well. The usage of electronic means of funds movement and settlement is still in its stages of formative
years. The various forms of electronic based payment, such as credit cards, Automated Teller Machines (ATMs), Stored Value
cards, Shared Payment Network Service (SPNS) etc, are emerging at an incredible speed. Many banks have made initiatives
aimed at electronic modes of funds movement.
(2) Sound Financial System: The information technology revolution has significantly benefited the financial system. In
particular, there are four key areas in which the financial system has experienced the benefits of the technology revolution:
product development, market infrastructure, risk control and market reach. In the process, technology has changed the contours
of three major functions of financial intermediaries: access to liquidity, transformation of assets and monitoring of risks. The
Indian financial system is adapting itself to these developments and is acquiring a customer-centric focus. The proliferation of
Automated Teller Machines (ATMs), networking of these ATMs and Shared Payment Network based ATMs have been features
which have been welcomed by the banking public. Other innovations already within the domain of banks and financial systems

in India include Internet Banking, Electronic Funds Transfer and 'Anywhere/ Anytime Banking', all of which have a high level
of technology embedded in the systems offering these services.
(3) Effective Regulation and Supervision: The information technology has a great potential of effective regulation and
supervision of various financial institutions and banks. With fast growth in technology and the increasing complexities of
technology motivated developments in the financial markets, the regulated are more pro-active than the regulators on
modernization of products and services, especially in countries like ours where there are multiple regulators and central banks
face a growing task in drawing abreast and equipping themselves with an range of tools to deal with the regulatory implications
of a technology induced fast changing financial world. These developments necessitate a qualitative change and fine tuning in
the relationship between the regulator and the regulated. The technology has brought alterations to decades old attitude and
practices, in a more effective, economical and competitive manner.

(4) Effective Currency Management: The impact of technology on the issuances of Bank Notes and Currency Management by
Central bank is apparent. The technology offers us immense opportunities to significantly improve our performance of this core
function. Given the high value and volume of currency in circulation, the vast geographic spread of currency operations, the
largest distribution channel for the supply of currency, prevalent marked preference for cash and currency handling practices,
currency management in India is a challenging and strenuous task.
(5) Monetary and Financial Stability: One of the critical activities undertaken by Central bank to ensure monetary and
financial stability is to provide the banking sector with finality of settlement. The payment and settlement systems are the
conduits through which monetary policy measures are transmitted to the financial and then the real economy. The information
technology revolution has given rise to an extraordinary increase in financial activity across the globe. The progress of
technology and the development of worldwide networks have significantly reduced the cost of global funds transfer. The
technology has, in fact, placed at the disposal of Central bank a desirable selection of instruments to manage and eliminate risks
in payment and settlement systems. Electronic trading platforms have reduced the gap between trade finalization and trade
reporting and settlement and in the process have significantly reduced risks arising from the trading and settlement process. The
Real Time Gross Settlement Systems (RTGS Systems) have been the preferred mode of settlement for large value funds
transfers by central banks globally to minimize the settlement and systemic risk. The RTGS systems would not have been
possible without the network and information system capabilities to transmit payment messages to the settlement
agency and process funds transfer instructions in real time..

3.

Need

of

Internet

Banking

The information technology in itself is not a panacea and it has to be effectively utilized. The concept of Internet banking cannot
work unless and until we have a centralized body or institution, which can formulate guidelines, regulate, and monitor
effectively the functioning of Internet banking. The most important requirement for the successful working of Internet banking
is the adoption of the best security methods. Some of the need worth to be mentioned are given below:

Need for standardization of hardware, operating systems, system software, application software to facilitate
interconnectivity of systems across branches

Need for high levels of security

Communication and networking - use of networks which would facilitate centralized databases and distributed
processing

Need for a technology plan with periodical up gradation

Need for business process re-engineering

Need to address the issue of human relations in a computerized environment

Need for sharing of technology experiences

Need of Payment systems which use information technology tools. The Reserve Bank of India has

played a lead role

in this sphere of activity - with the introduction of cheque clearing using the MICR (Magnetic Ink Character
Recognition)

technology

in

the

late

eighties.

The Reserve Bank of India constituted a "Working Group on Internet Banking" which focused on three major areas of
I-banking, i.e., (i) technology and security issues, (ii) legal issues and (iii) regulatory and supervisory issues. These
areas are selected in such a manner that the problems faced by banks and their customers can be minimized to the
maximum possible extent. The Group recommended certain guidelines for the smooth and proper working of Internet
banking. These centralized guidelines would bring uniformity in the selection and adoption of security measures, with
special emphasis on a uniform procedure. The security of Internet banking transactions would not be jeopardized if
these security mechanisms are adopted. This is because the success of Internet banking ultimately depends upon a
uniform,

secure

and

safe

technological

base,

with

the

most

advanced

features.

The RBI has accepted the recommendations of the Group, to be implemented in a phased manner.
The RBI has issued

the following guidelines through a Circular for implementation by banks in this regard:

(1) Technology and Security Standards: The technology and security standards are of prime importance as the entire base of
Internet banking rests on it. If the technology and security standards are inadequate, then Internet banking will not provide the
desired

results

and

will

collapse

ultimately.

(2) Legal Issues: The adoption and switch over to Internet banking will also raise certain legal issues and disputes in the future
which have to be anticipated and remedial measures for the same need to be adopted. Further, these issues should also be
compatible with the existing laws, particularly the Information Technology Act, 2000.
(3) Regulatory and Supervisory Issues: The banks operating in real space are regulated and supervised by the RBI on regular
basis.

This

regulation

and

supervision

is

required

to

be

extended

to

Internet

banking

as

well.

Thus, the guidelines issued by the RBI have taken care of the challenges to be faced by the Internet banking. The Reserve Bank
of India has directed that all banks offering Internet banking services, with immediate effect, should adopt the Group's
recommendations. Even though the recommendations have

been made in the context of Internet banking, these are

applicable, in general, to all forms of electronic banking and banks offering any form of electronic banking should adopt the
same to the extent relevant. Further, all banks offering Internet banking are advised to make a review of their systems in the
light of these guidelines and report to Reserve Bank the types of services offered, extent of their compliance with the
recommendations, deviations and their proposal indicating a time frame for compliance. The first such report must reach the
RBI within one month from 14-06-2001(4). The banks not offering any kind of I-banking may submit a 'nil' report. The banks
who are already offering any kind of transactional service are advised to report, in addition to those mentioned in paragraph

above, their business models with projections of cost / benefits etc. and seek RBI's post-facto approval .

(4) Internet Banking and IT Act, 2000: The Internet banking cannot operate properly unless it is in conformity with the
Information Technology Act. 2000 (hereinafter referred to as Act). A holistic approach should be adopted, the purpose of which
should be to bring uniformity and harmony between the provisions of the Act on the one hand and the guidelines issued by the
RBI on the other. It must be appreciated that in case of conflict between the provisions of the Act and the guidelines, the former
would prevail.

4. Challenges of Online banking

Some banks have understood the valve of technology as a competitive differentiator, and are continuously adding functionality
that will deepen the relationships with their customers.
In some cases, financial institutions must make the decision to upgrade outdate internet banking solutions that no longer meet
the needs of increasingly demanding online customers. Without a complete solution in todays competitive financial market
place, an institutions most profitable customers are likely to switch to a competitor with more useful and sophisticated online
capabilities making platform conversions a risk entirely too great to put-off.
One such challenge is the security of online financial transactions. In order for the industry to develop further, secure
transactions with the trust of the customers are necessary aspects. Many banks advertise secure online services, and allow their
customers to do a wide range of banking activities. Some of the security features in internet banking usage include:
Security token devices. Protection through single password authentication, as its the case in most secure internet shopping sites,
it is not considered secure enough for personal online banking applications in some countries. Specifically, here are two
different methods for internet banking:

The PIN/TAN system where the PIN represents a password, used for the login and TANs representing one-time
passwords to authenticate transactions. TANs can be distributed in different ways, the most popular one is to send a
list of TANs to the internet banking user by postal letter. The most secure way of using TANs is to generate them by
using a security token. These token generated TANs depend on the time and a unique secret, stored in the security
token. Usually, internet banking with PIN/TAN is done via a web browser using SSL secured connections, so that
there is no additional encryption needed.
Another way to provide TANs to an internet banking user is to send the TAN of the current bank transaction to the
user's (GSM) mobile phone via SMS. The SMS text usually quotes the transaction amount and details; the TAN is only
valid for a short period of time.

Signature based internet banking where all transactions are signed and encrypted digitally. The Keys for the signature
generation and encryption can be stored on smartcards or any memory medium, depending on the concrete

implementation.
Attacks. Most of attacks in internet banking are based on deceiving the user to steal login data and valid TANs. Two
well known examples for those attacks are phishing and pharming.
Cross-site scripting and key logger/Trojan horses can also be used to steal login information. A method to attack
signature based internet banking methods is to manipulate the used software in a way, that correct transactions are
shown on the screen and faked transactions are signed in the background. A recent FDIC Technology Incident Report,
generated form security risk activities reports that banks record quarterly.

Countermeasures. There exist few countermeasures which try to avoid attacks. For instance, digital certificates are
used against phishing and pharming, the use of class 3 card readers is
also a measure to avoid manipulation of transactions by the software in signature based internet banking variants. To
secure their systems against viruses, Trojan horses and worms, customers must use virus scanners and be careful with
downloaded software or e-mail attachments.
However, in order to provide secure and effective internet banking transactions, there are four main technology issues
that need to be resolved. These issues are:

Security: Security of the transactions is a main concern for banks while the lack of security may result in serious actual loss.
Examples of potential hazards of internet banking include online transactions, minting electronic currency, etc.
Anonymity: The privacy issue is a subset of the security issues banks face. By strengthening the sececy of the sender's personal
information and enhance the security of the transactions. Examples of private information relating to the internet banking
industry include the amount of transactions, the date and time of a transaction as well as the name of the merchant where the
transaction is taking place.
Authentication: Encryption may help make the transactions more secure but there is also a need to quarantee that no one can
change data at either end of the transaction. In doing so, there are two possible

ways that someone can verify the integrity of

the message. One form of verification is the secure Hash algorithm which protects data from any possible modification
(Pfleeger, 1997). In practice, the sender sends the Hash algorithm generated data. The recipient performs the same calculation
and compares the two to make sure everything arrived correctly. If the two results are different, a change in the message has
occurred. The other form of verification is through a third party called Certification Authority (CA) with the trust of both sender
and the receiver to verify that the lectronic currency or the digital signature that they received is real.
Divisibility: Electronic funds may be divisible into different units of currency similar to real money value. For example,
electronic money needs to account for pennies and nickels. Internet banking, at least to some degree, has become the norm for
many simple bank transactions. And thats not a bad thing - the easier and more secure it is for consumers to check their
accounts, pay their bills and transfer money from one account to another, the more likely they are to actually do these things and
maintain a more organized financial life. However, it's important to consider that just because internet banking is a good
addition to the world of consumer banking, doesn't necessarily mean that direct internet banks are a substitute for their brickand-mortar peers in all cases. That is why in the following we'll take a look at what internet banks have to offer - and where they
may fall short.

5. Conclusion
The adoption of Internet banking in India will have its own advantages to both the banks and the ultimate customers. The use of
information technology will not only reduce the costs of operation but also would be effective, easy to maintain, speedier and
highly competitive. The banks cannot remain standoffish from this concept of Internet banking, and they should bring apposite
changes to meet the necessities and challenges of Internet banking. The challenges posed by the Internet banking are mostly of
procedural nature, which can be easily counterbalanced by adopting suitable technological and security measures. The domestic
standards of banking have to be in conformity with the well-known international standards and in the near future international
dealings from India would be a reality, which are presently not liberal enough. No system or institution can hope to benchmark
it against international standards without making optimal use of technology. There can be no doubt about the enormous potential

and emancipated opportunities offered by advances in technology. However, there are pre-requisites and preparations, which
have to be made before the full benefits of the technology can be harvested.
Over the next few years, banks will need to rethink their strategies as they respond to the sweeping changes in their markets and
the regulatory environment. Forward-thinking banks in both developed and growth markets control their fate. If they act quickly
and efficiently, they can buttress their core businesses by rethinking their business model to dramatically lower the cost of
running the bank while turning the data they already have into actionable insights to develop new products, address new
segments and win in new markets.

References

www.rbi.org.in (Internet Banking Guidelines in India by RBI)

www.banknetindia.com

Legal Enablement Of ICT Systems In India

The Impact of Internet on Service Quality in the banking sector, Chun Wang & Zheng Wang,Lule University of
Technology ,Electronic Commerce, Department of Business Administration and Social Sciences , Division of Industrial
marketing and e-commerce.

Internet Banking and its Challenges in India, by Praveen Dalal,Consultant and advocate at Delhi high court

A New Approach to Internet Banking, By Matthew J Johnson

The Pros and cons of Internet Banking, By Loannis Koskosas University of Western Macedo , Kozani, Greece.