Gunjan Bhagat
Commerce
May 2024
The usage of electronic banking services by customers is investigated in this research, with a focus on internet, mobile, and ATM banking. The study used a descriptive research approach to examine several facets of customer preferences, satisfaction levels, and usage patterns within the electronic banking setting. Primary data, which provides both quantitative and qualitative insights into consumer behavior, is gathered via closed-ended surveys and interviews. To understand the impact of information technology on banks' operational and financial performance, relevant literature is reviewed, emphasizing the role that customer satisfaction plays in achieving organizational objectives. Additionally, it highlights the benefits of electronic banking, including its mobility, higher rates, convenience, time-saving features, and enhanced investment management and monitoring. The research intends to analyze customer satisfaction across private and public bank customers, ascertain consumer preferences for online banking services, and assess how demographic factors influence online banking usage. To identify significant correlations between various parameters and electronic banking services, statistical techniques such as the Chi-square test and ANOVA (F-test) are used during data analysis. The findings provide important insights for banking professionals and regulators in enhancing electronic banking services to meet the evolving needs and expectations of customers.
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