Demographic Variables and Customer Satisfaction-A Study from Perspective of Internet Banking Users of Public Sector Banks

This technology leads to more satisfaction of customers as compared to the traditional methods. Internet banking tries to improve service quality by reducing service delivery cost. It also has due importance in business to business relationships. Aspects like reduced cost, improved financial services, and service quality lead to generate customer satisfaction. In this paper, an attempt has been made to analyze the demographic variables for assessing customer satisfaction in respect to internet banking users of public sector banks. Along with factors affecting customer satisfaction have also been extracted from different variables. A chi-square test and factor analysis have been applied for research. No significant association has been found between Gender and Customer Satisfaction. Education, age and occupation have direct association to satisfaction. Further, five factors titled ‘Efficiency, Responsiveness, User Friendliness, Easiness and Reliability’ have been extracted.