Customer Perceptions on E-Banking services: A Comparative study of select public and Private sector banks in Visakhapatnam city

Abstract

Purpose – This paper aims to know the perceptions of the respondents on various technological factors which influence E-Banking like ATM services, Internet banking services, telephone banking services and Mobile banking services and their implications on banking operations of both public and private sector banks.

Methodology – The study is based on both primary and secondary data collected from both ICICI and SBI banks. In the case of primary data, a total of 500 questionnaires are administered among e-banking customers of SBI and ICICI, Visakhapatnam. ANOVA, the t-test is used to analyze the data.

Findings – In case of a number of transactions per month, quality of currency notes and the location ATMs, the respondents are very much satisfied; Around 20.0 percent of respondents are neither satisfied nor dissatisfied (neutral).The reasons for dissatisfaction or neutral may be a lack of awareness about Internet banking, illiteracy, lack of enough experience in using or no need to use Internet banking and the inability to make use of technology. The respondents from ICICI are more satisfied than SBI in mobile banking and reward points. Also, there are significant differences are found in the usage of technological services in SBI and ICICI

Originality/value – This study examines the perceptions of technological services of E-Banking which are important to know to prove better services in the banking sector.

Keywords – Technological services, E-Banking, Mobile Banking, Internet Banking, ATM services