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Abstract
It is important for the organizations to make sure that how far the customers are satisfied with the services they offer. This has directed to a surge in the popularity of measuring customer satisfaction in last few years. (Rexha et al. 2003) revealed that the satisfaction of corporate clients with their bank does not directly affect their propensity to use electronic banking. However, satisfaction does have a significant impact on trust and commitment, both of which do affect the likelihood that corporate clients will use electronic banking. The research paper attempts to study the assurance and responsiveness of public and private sector banks with respect to their customers exclusively cyber-crime victims. Most of the customers use electronic banking for their routine transactions and practice the various electronic services provided by banks. The paper further highlights the satisfaction level of cyber-crime victims with regard to the e-services of banks. This paper presents the preliminary findings of a research study to identify the essential ingredients of successful BCM implementation based on experiences of banks in India.
Keywords: Cyber-crime, E-services, Cheque Book Reconciliation, Confidentiality, Reliability
© Atul Bamrara, Gajendra Singh and Mamta Bhatt, 2012
INTRODUCTION
Cyber-crime is emerging as a challenge for national and economic security. Many industries, institutions and public and private sector organizations (particularly those within the critical infrastructure) are at significant risk. Comparatively some organizations have identified organized cyber-criminal networks as its most potential cyber security threat and some are ready to defend such security threats. The complexity of modern enterprises, their reliance on technology and the heightened interconnectivity among organizations have created widespread opportunities for theft, fraud and other forms of exploitation by offenders both outside and inside an organization. With the growth of e-business, internal and external perpetrators can exploit traditional vulnerabilities in seconds. They can also take advantage of new weaknesses in the software and hardware architectures that now form the backbone of most organizations (KPMG 2000). In a networked environment, such crimes can be committed on a global basis from almost any location in the world (Armstrong 2000), and they can significantly affect an organization's overall work culture. Network and computer attacks have become common issues in today's world. Any online computer is under threat from viruses, worms and...