A STUDY ON CUSTOMER’S PREFERENCE AND ATTITUDE TOWARDS E-BANKING SERVICES

Authors

  • Dr. Srilakshmi Ramu
  • G. Vashini Liora
  • Dev Aryan Koppineedi

Abstract

E -banking has replaced the traditional banking system in India by bringing drastic changes in the banking habits of the customers. Also known as internet banking or online banking, it has made a profound influence on financial services sector by reducing the operational cost of banking.

The contactless payments and use of online banking services has increased significantly due to the COVID-19 crisis. The pandemic has shifted to some extent the customers perception towards banking services to have a digital platform experience. According to a new report of crowd fund insider, over two-thirds or 68% of Indian consumers are currently using digital or mobile banking platforms to settle transactions now. The total number of Internet users in the country has risen from 795.18 million at the end of December 2020 to 825.30 million at the end of March 2021 up nearly by 4% in Q4 of FY 21(as per TRAI).

This paper aims to examine the pandemic effect of E-Banking service quality on customer satisfaction in banks and identify the main factors affecting the usage of internet banking and mobile banking. The paper identifies the consumers perception and preferences towards various e-banking services namely net banking, mobile banking. To achieve the objectives of the study, data was collected through a questionnaire from a sample of 192 respondents

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Published

2021-12-30