CUSTOMER SATISFACTION TOWARDS E-SERVICES IN SELECT PRIVATE SECTOR BANKS IN TIRUCHIRAPPALLI DISTRICT

E. Mubarak Ali, K. Riyazahamed

Abstract


With technological advancement, it was imperative that banks and their customers switch to the new ways of banking called e-banking. This study therefore investigated the satisfaction of adopting the use of e-banking by customers. The main objective of this study is to find out the consumer’s preference towards e-banking service, to know the satisfaction level of customers towards e-banking services and to analyses the awareness among customers for different e-channels provided by the banks. Using a descriptive study, the data’s are collected through primary data from 120 private sectors e-banking users in Tiruchirappalli District. The respondents are selected using a simple random sampling. The results of the study found that availability of information on e-banking, the significant satisfaction to adopting and use of e-banking by customers

Keywords


Technological Advancement, e-Banking, Services, e-Channels, Availability, Satisfaction.

References


Agarwal MK. (2017). “E-Banking Scenario and Its Impact on Customers’ Satisfaction in India”, Kaav International Journal of Economics, Commerce & Business Management, Vol.4(4), (Oct/Dec), pp.125-132.

Nagamani M, and Asha S. (2016). “Customer Adoption and Satisfaction on Internet Banking Services-An Analytical Study of Banks in Coimbatore City”, International Journal of Multidisciplinary and Current Research, Vol.4(4), (Jan/Feb), pp.93-98.

• Other Bibliography

George A, and Gireeshkumar GS. (2012). “Risks in internet banking: sample evidence from Idukki district, Kerala”, The IUP journal of bank management, Vol.11(3), pp.53-63.

Lee MC. (2009). “Factors influencing the adoption of internet banking: an integration of TAM and TPB with perceived risk and perceived benefit”, Electronic Commerce Research and Applications, Vol.8, pp.130-141.

Yiu SC, Grant K, and Edgar D. (2007). “Factors affecting the adoption of Internet banking in Hong Kong – implications for the banking sector”, International Journal of Information Management, Vol.27(5), pp.336-351. doi:10.1016 /j.ijin fom gt.2007.03.002

Ziqi L, and Michael TC. (2002). “Internet based e-banking and consumer attitudes: an empirical study”, Information & Management, Vol.39(4), pp.283-295. doi:10.1016/S 0378-7206(01)00097-0.


Refbacks

  • There are currently no refbacks.


Send mail to ijmss@ijmss.com with questions or comments about this web site. 

International Journal of Management and Social Sciences, All rights reserved.