A COMPARATIVE STUDY ON SATISFACTION OF CUSTOMERS OF PUBLIC SECTOR AND PRIVATE SECTOR BANKS TOWARDS E BANKING IN TIRUNELVELI DISTRICT
DOI:
https://doi.org/10.29121/granthaalayah.v5.i5(SE).2017.1967Keywords:
E-Banking, Satisfaction, ATM, Public Sector Bank, Private Sector BankAbstract [English]
The last two decades in the banking industry has seen many developments to face the competition among its competitors. Technology is one field that banking industry focuses on for this competition. Nowadays e-banking is the popular technology used by banks. E-banking is the outcome of technological innovations and competition. The customers’ satisfaction is also very important to face the challenges for the banks to cope up with other banks. Hence this paper focuses on the satisfaction level of customers towards e-banking services provided by Public and Private Sector banks in Tirunelveli District. This study is limited to Tirunelveli area only, Tamil Nadu. The objectives of this study are to find out the factors influencing in the adoption of E-banking provided by public and private sector banks, identify the level of satisfaction of customers of public and private sector banks towards their usage of E-banking. Convenience sampling method have adopted for this study. The primary data were collected from questionnaire method. From the analysis, it is found that with regard to satisfaction in ATM services, the customers of both sectors of banks are equally satisfied.
Also the customers are satisfied with the e-banking services provided by private sector banks. It is suggested that ease of use is the major factor to induce the customers to adopt e-banking. Therefore banks should maintain its applications more user friendly and up to date. ATMs receive the higher attraction among the e-banking channels. Banks must pay attention and plan to make the ATMs as the key distribution channel for all kinds of banking transactions.
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