A STUDY ON CUSTOMER SATISFACTION TOWARDS E-BANKING SERVICES

2.  Banking system
 E-banking
 Customer satisfaction
 Discussion
 Effect
 Safety and security
 Indian E-banking sector
 conclusion

4.  A customer is an individual or institution that use
services of a bank.
 “conceptualize satisfaction as a customer’s
overall evaluation of a product or service in
terms of whether that product or service has
met their needs and expectances.”
 Customer satisfaction is fundamental to the
marketing concept
 customer loyalty

5.  have been used in the marketing
discipline
 New trendy concept is that focusing
Customer satisfaction

6. The relationship between banker and
Customer are categorized into three;
Relationship as debtor and
creditor.
Banker as a trustee.
Banker as an agent

7.  To determine the satisfaction of the
customers who are using e-banking
services of their respective bank.
 To ascertain awareness of customer
towards E-banking services
 To identify usage of different E-banking
services which are giving much satisfaction
to the customer.

8.  Primary data –through questionnaires with
the assistance of Google Forms
 Convenience sampling
 Secondary data –from various journals and
websites
 statistical measures such as simple percentage
analysis, averages, and Chi-square test ,tabular
analysis, and graphical representation are used.

10. 1.33
1.43
Paper Transaction amount Electronic Transaction Amount
Sharma international Journal of Emerging
research in management and technology- ISSN-2278-9359

11. 41.50%
19%
36.80%
2.70%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
PUBLIC SECTOR PRIVATE
SECTOR
BOTH NONE OF
ABOVE

12. Use of E-banking
services
Further use of same
service
Turning back
to traditional
banking
services
Change of
banking
company
If
satisfied
Not
satisfied

13. OPINION
GENDER
EASY NOT EASY TOTAL
MALE 90 7 97
FEMALE 60 6 66
TOTAL 150 13 163
H0>H1= 3.841>0.352
There is a no association between gender and
opinion about easiness of E-banking services
Association between Gender and easiness of E-banking
service.

14.  customer satisfaction level which is at peak at the
moment
 Feel more secured while they dealing with public
sector banks
 Most of the people believe that only ATM service is
availing from e-banking
 lack of knowledge about the e-banking services to the
people fade its high success.
 Higher satisfaction of customer lead to higher growth
and development.

15. Thank
you