Title: Study of customers' satisfaction towards internet banking services

Authors: Manisha Gupta

Addresses: Mangalmay Institute of Management and Technology, 8 and 9, Knowledge Park II, Greater Noida, Uttar Pradesh 201310, India Affiliated to: AKTU, India

Abstract: This research is to study customer satisfaction with the internet banking services. The factor of customer satisfaction with internet banking was identified by review of literature and pilot study. Three variables were identified, efficiency, safety and responsiveness in internet banking services. It is a descriptive type of research and based on primary and secondary data. The result of the percentage analysis proved that customers are satisfied with internet banking services. The satisfaction is high for the factors: cost of transaction is low, easy to use, and instant message after every transaction; while the satisfaction is lowest for the factors: requests are handled promptly and error-free transaction. The result shows that the level of education has a negative correlation with customer satisfaction. It means that highly educated respondents were less satisfied than the less educated respondents. The result shows that there is no significant difference in customer satisfaction between public and private sector bank.

Keywords: customer satisfaction; banking; internet banking services; e-banking.

DOI: 10.1504/IJPSPM.2023.135036

International Journal of Public Sector Performance Management, 2023 Vol.12 No.4, pp.540 - 550

Received: 24 Mar 2020
Accepted: 01 Jul 2020
Published online: 28 Nov 2023 *

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