Customers’ perception on advancement of technology in banking sector

Technology application in banking is a form of self service technology. An increasingly innovative and aggressive financial services environment as well as deregulation has created more competition and variety of products and services. In fact, these forces of change have made banks to move towards customer-oriented strategies. Customer satisfaction is considered as a prerequisite for customer retention, loyalty and convenience which ultimately helps in realizing the goals like profitability, market share, growth, return on investment, productivity etc. Information Technology in the form of e-banking plays a significant role in providing better services to customer at lower cost. This paper investigates the factors which are affecting the acceptance of e-banking services among customers. By using Random sampling survey of 150 residents of Warangal town was carried out using a Structured Questionnaire. This paper is intent to reveal the characteristics of the e-banking users of State Bank of India (SBI) in Warangal town and also familiarity awareness among different age group, gender, educational qualification, Level of satisfaction and problems facing by the town people.