• January to March 2024 Article ID: NSS8546 Impact Factor:7.60 Cite Score:878 Download: 40 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.