Transfer of Technologies in Indian Banks and Customer Perception

Banks are among the main participants of the financial system in India. Banking offers several facilities and opportunities. Modern technology is fast replacing paper with computer files, bank tellers with automated teller machines (ATMs) and file cabinets with server racks, And banks too have come a long way from the old days of manually recording transactions in registers and tallying them up at the end of the day. Customers can now perform several banking operations such as fund transfers, opening deposit accounts, ordering cheque books and demand drafts, paying utility bills, applying for loans, and getting account statements without visiting a branch. Banking has also seeing a change due to efforts of the Reserve Bank of India (RBI) to inculcate a habit of paperless payments such as credit and debit cards, electronic fund transfers and mobile banking. The objective of this paper is to examine the adoption of e-banking services by banking customers such as usage of services provided through ATM channel, usage of credit card facilities and internet banking services. The data for the study was obtained from primary source with the use of well structured and pre-tested questionnaires, which were distributed among the banking customers of Pollachi Town, Coimbatore District. Cluster analysis is used to find out the usage and perception of different customers. The findings revealed that among the e-channels surveyed, ATM was the most adopted technology by the respondents.