1Research Scholar, Department of Business Administration, Annamalai University, Chidambaram, Tamil Nadu, India
2Associate professor, Department of Business Administration, Annamalai University, Chidambaram, Tamil Nadu, India
The banking industry is predominantly a customer oriented business and good customer service isthe key to its growth and stability. With intense competition in the banking industry, customer service becomes the sole differentiating factor to be leveragedto stay ahead in the market and capture new linesof business. In a computerized banking environment, often customers find it difficult to operate the systemsof alternate delivery channels. Electronic Banking involves remembering passwords, maintaining secrecy of passwords, guarding against phishing, managing the operational intricacies of using ATMs/Internet banking/mobile banking, electronic kiosks and a host of other accessories andgadgets. As a part of customer service, bankscan launch user friendly leaflets andinstruction manuals in local languages, display play cards, signage's in local language etc. to make customers more comfortable in using alternate delivery channels. Unless large number of customers moves to electronic channels, the real benefit of electronic banking cannot reach them. Moreover with the financial inclusion making inroads in villages, it will be essential to provide the comfort to customers to operate the systems. This study is based on secondary data; it is measure the financial inclusion level among the districts of Tamilnadu.
Financial Inclusion, Financial services, Channel of banking services, Financial Inclusion Index
