Customers' Perception of E-Banking: Factor Analysis
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Date
2010
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Abstract
Nowadays banks are working hard to attract customers and retain their market
share by providing them with various innovative services through e-banking.
The banks are combining new eiectronic deiivery channeis almost everyday to
their existing services. Bank services are now just at the distance oh one click
from the mouse. Though e-banking is getting popular and spreading very fast,
in India most people do not know it and people who know about it are reluctant
to use it due to misconceptions like password hacking, privacy, security etc.
The present study investigates the level of awareness among the customers on
the use of e-banking and their expectations from e-banking. From the findings
of the study, it was inferred that the customers are satisfied with the guality of
e-banking services. But they face technical as well as administrative and procedural
problems. Further to promote e-banking services, it is of importance that the
banks must ensure quality in customer service. 'Quality in work'and 'satisfaction
of the customers' are the two key words, which must be given sternest attention
to promote a product.