A Study of Internet-Banking Behaviour in the National Capital Region of Delhi

The purpose of this research is to evaluate the internet-banking behaviour of customers in the National Capital Region (NCR) of Delhi in India. The paper attempts to find out how demographic variables affect internet-banking behaviour of customers, the services they prefer to use through internet banking and also tries to identify reasons for using or not using internet banking. Data on customer behaviour for internet banking has been collected through a survey of bank customers of the NCR of Delhi. Questionnaire was administered personally and also using Google Docs application. Quantitative analysis on the data collected has been carried out using SPSS (Originally stood for Statistical Package for the Social Sciences). Chi-square test and simplefrequency analysis has been done. The paper has important practical implications to banks. As internet-banking behaviour is affected by demographic variables like gender, income and type of employment, it is possible for banks to develop customised strategies to woo each of these customer segments. They also need to educate customers about internet banking and satisfy their concerns about security of online transactions. Banks can also try to improve online experience of customers for services which are not frequently used by customers so that usage of such services through internet banking increases.