International Journal of Management (IJM)

Source ID:00000011
Volume 11, Issue 5,May 2020, Pages 1247-1262, Page Count - 16

CUSTOMER SATISFACTION ON E-BANKING SERVICES OF PUBLIC AND PRIVATE SECTOR BANKS IN PUDUCHERRY REGION - AN EMPIRICAL ANALYSIS

K Madavan (1) C. Vethirajan (2)

(1) Ph.D Scholar, Department of Corporate Secretaryship, School of Management, Alagappa University, Karaikudi, Tamilnadu, India.
(2) Professor and Head, Department of Corporate Secretaryship, School of Management, Alagappa University, Karaikudi, Tamil Nadu, India, India.

Manuscript ID:- 00000-00184
Access Type : Open Access
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Cite this article:K Madavan,C. Vethirajan,  Customer Satisfaction On E-banking Services Of Public And Private Sector Banks In Puducherry Region - An Empirical Analysis, International Journal of Management(IJM), 2020, 11(5), PP.1247-1262

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Abstract

E-banking is the application of electronic means in interaction between bankers and customer, and bankers and businesses, as well as in internal banking operations, to simplify and progress the banking services. Today, approximately all banks have adopted ICT as a mean of improving the service quality of banking services. An attempt has been made by evaluating the services rendered by banks through the e – banking services. The e- banking service brings lot of convinienence, customer centricity, augmented service quality and cost effectiveness. A structured questionnaire was used in collecting the relevant data from the customers respectively. More number of researchers and experts quoted that, service quality can be improved through advanced information and communication technology (ICT). This paper examines the customer satisfaction on the Electronic Banking Services of Public Sector and Private Sector Banks in Puducherry Region. The sample size of the study is 478; the data is gathered from both the primary and secondary information. Non Probability sampling techniques are applied in this research article and particularly purposive sampling technique applied for the study. Some of the statistical tools like, independent sample t-test, ANOVA, correlation, Mean and Standard Deviation are used in this research article. The result of the study shows that customers of Public Sector Banks have lesser perception of the various dimensions of e-service quality compared with the private sector Banks. This paper recommends that the wider use of IOT based applications in banking services will make better banking solutions.


Author Keywords
Electronic Banking Services Electronic Service Quality Perception Customer Satisfaction & ICT
Index Keywords
Banking system ICT ANOVA Puducherry Region
Acknowledgement
The Author K. Madavan, Ph.D Scholar, Department of Corporate Secretaryship, School of Management, Alagappa University, Karaikudi, TN, India. and the Co-Author Dr. C. Vethirajan, Professor and Head, Department of Corporate Secretaryship, School of Management, Alagappa University, Karaikudi, TamilNadu, India has greatly acknowledged under RUSA Phase 2.0 Scheme has acknowledged the same.
ISSN Print: 0976-6502 ISSN Online: 0976-6510
Source Type: Journals Document Type: Journal Article
Publication Language: English DOI: 10.34218/IJM.11.5.2020.113
Abbreviated Journal Title: IJM Access Type: Open Access
Publisher Name: IAEME Publication Resource Licence: CC BY-NC
Major Subject:Social Sciences and Humanities Subject Area classification: Social Sciences
Subject area: CRM and Service Management Source: SCOPEDATABASE

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