E- Banking Services of Commercial Banks: A Study on Consumers’ Perspective

With the expansion of internet usage, e-banking has become one of the most revolutionized components of today's economic growth. The purpose of the study is to identify the views of the customers using e-banking services. The study was carried out to determine the opinions and problems of customers to enable the banks to understand at which point the customers cease to be satisfied with the service they are receiving. To understand the e-banking services provided by the banks, six key service quality dimensions been taken for analysis are reliability, responsiveness, security, ease use, accessibility and efficiency key electronic services like ATM, online banking, mobile banking, credit card and Tele banking. Also the opinions of the respondents regarding the problems faced by them while dealing with the e-banking services had been considered for the analysis. The paper identifies the nature of e-banking services provided by the selected nationalized and private commercial banks in Tiruchirappalli district to evaluate, analyze and compare the opinions and satisfaction level of customers of e-banking services provided by the selected nationalized and private commercial banks in Tiruchirappalli district.