Analyzing Customer Satisfaction with e-banking Services: A Study of Banking Customers of Indore District

Abstract

Purpose –E-banking is emerging as a major trend in Indian banking and it is empowering and improving service quality in the banking sector. The present study is an attempt to ascertain the customers’ perception of the overall satisfaction with the current e-banking services in Indore District, M.P.

Methodology–Convenience Sampling has been applied to select the sample from customers of both public sector banks and private sector banks of Indore District who use e-banking services. Data was collected through a self-administered questionnaire using Google Forms. The final sample constitutes responses from 155 customers. Appropriate statistical tools viz., Percentage analysis, One-way ANOVA and Independent Samples t-test were used to analyze data.