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January to March 2024 Article ID: NSS8546 Impact Factor:7.60 Cite Score:2849 Download: 73 DOI: https://doi.org/ View PDf
Impact of Internet Banking on Customer Satisfaction:An Empirical Study
Rajesh Kumar Saini
Research Scholar (Commerce) Vikram University, Ujjain (M.P.)Dr. Laxmi Narayan Sharma
Principal & Prof. (Commerce) Rajiv Gandhi Govt. P.G. College, Mandsaur (M.P.)
Abstract:
The
banking sector has been swiftly embracing Internet banking as an effective and
practical means to enhance customer value. It stands out as one of the favored
services provided by traditional banks, aiming to deliver faster and more
dependable services to online users. Given the swift advancement of computer
technology as a commercial tool, Internet banking can effectively attract more
customers to engage in banking transactions within affiliated banks.The main
objective of this study was to investigate the impact of internet banking on
customer satisfaction within Indore region. Data were collected from a sample
of 401 participants of Indore through a closed-ended
structured questionnaire, the respondents were selected by convenience sampling
technique. Correlation and regression analysis was applied to test the proposed
hypotheses. Results suggest that internet banking puts significant positive
impact on customer satisfaction among respondents of Indore. Future suggestions
and recommendations concludes the article.
Keywords:
Customer Satisfaction, Internet banking, Security, Trust.