Customer satisfaction towards internet banking: Comparative survey evidences

The increasing popularity of Internet has changed the face of banking industry. Internet Banking is becoming popular due to convenience, flexibility and easy accessibility. The current exploratory study is an attempt to discover the factors that affect the customer's satisfaction level in relation to Internet banking in India.

The sample used in this study is based on 185 Internet banking customers belonging to Public, Private and Foreign Sector Banks in NCR. Collected data was analyzed with the help of statistical techniques like Frequency distribution, percentages, mean and standard deviation. To test the hypothesis t-test and ANOVA was used.

While investigating all the variables and responses by the customers it was found that today's customer is happy to bank through the Internet in spite of certain problems being faced by him. However the perception of the customer can be changed by giving him proper information regarding Internet banking, carrying out an awareness program, less charges and proper security.

After carrying out the research study it was observed that the data provided would be useful to improve the satisfaction level of the customers who prefer doing internet banking in the world. The paper is helpful to banks to improve the weaker areas reflected by the customers.

The primary limitation of this study is the scope and the size of its sample. The result of the study may not be free from biasness particularly with respect to the respondents’ adequate comprehension of the subject. The sample of the study is limited only to Delhi, Faridabad and Gurgaon.