Probably banking has become the easiest service available in service sector industry across globe. Banks are now offering plethora of services to their customers. Banks are trying to make their customer a ‘pleased customer’ over and above a ‘satisfied customer’ by offering services more than what the wisdom of a customer can demand. In an effort to make the remittance or payment transactions convenient, fast and at affordable cost, in the last few years, the use of information technology-enabled payment and settlements systems such as Real Time Gross Settlement (RTGS), National Electronic Fund Transfer (NEFT) and National Electronic Clearing Service (NECS) had grown significantly. Customers’ migration to electronic payments has also been growing extensively. The present study intends to examine the customers’ awareness on RTGS service and the problems faced by them. The study reveals that lack of awareness is considered as a major constraint faced by the customers in using RTGS service.
