INTERNET BANKING CUSTOMER SATISFACTION: AN Empirical STUDY IN DELHI AND NCR

Namita Rajput; Tanya Khurana Agrawal; Sanyukta Kesharwani

Namita Rajput Sri Aurobindo College, University of Delhi New Delhi, India
Tanya Khurana Agrawal Amity Research Scholar
Sanyukta Kesharwani Academic Counselor, COMM-IT Academy,

Keywords: Quality of Services Satisfaction Perception of consumers Internet Banking

Abstract

Internet banking is a delivery channel for banks in India. The i-banking channel is both transactional and informative. While looking at the impact of Internet banking in industries it has been noticed that it has helped to remove the constraint of time, distance and communication thus, making world a global village. The study was conducted with an objective to study the overall satisfaction of the consumers with the quality of services. Also, to know the perception of customers on all the dimensions of service quality and to know whether the dimensions service quality are significantly associated with each other. A structured questionnaire was drafted to collect data regarding the customer opinion on Internet Banking Provider. The sample size of 100 was taken from Delhi and NCR. The data contains the personal details, demographic details and perception of Customers on all dimensions of service quality. To achieve the objective reliability test, T-Test, Correlation, Servqual was conducted. This study brought out clearly that the expectations of the customers on the service quality items are higher than the bank’s actual performance.