A study on the customer satisfaction among the users of online banking services

  • Dr. G. Yamuna

Abstract

Online banking is a new trend of 21st century.  In global level, all the banking industry started to adopt the online services to facilitate their customers.  In India, the growth of online banking can be estimated by the raise of funds into the banks using online mode. This online banking service started to have tremendous growth in India.  This study considered certain important tools for customer satisfaction such as ease of access, intuitiveness, safety, customer service, website clarity, authentication, network availability, low service charges, 24x7 service, lesser time and terms & conditions which are incorporated.  The study focussed only on the individual independent variable age to find the satisfaction among the customers.  To find the satisfaction, statistical tools of chi-square test, one way ANOVA and descriptive statistics are used on the 173 samples.  The study found that the age group of below 20 and 31-40 strongly influence the variables of customer satisfaction and also ease of access, network availability, low service charges, 24x7 services of the online portals are the important variables in the study.

Published
2020-03-19
How to Cite
Yamuna, D. G. (2020). A study on the customer satisfaction among the users of online banking services. International Journal of Advanced Science and Technology, 29(4s), 647 - 653. Retrieved from http://sersc.org/journals/index.php/IJAST/article/view/6482