Customer Perception towards Online Banking Service Quality – With Reference to Public Sector Banks
Sanuja Shree P N1, S. Gurusamy2
1Sanuja Shree P N, Ph.D. Research Scholar, Department of Commerce, School of Business and Management Studies, University of Madras, Chennai (Tamil Nadu), India.
2Dr. S. Gurusamy, Professor Head, Department of Commerce, Chairperson School of Business and Management Studies, University of Madras, Chennai (Tamil Nadu), India.
Manuscript received on 20 January 2020 | Revised Manuscript received on 29 January 2020 | Manuscript Published on 04 February 2020 | PP: 269-272 | Volume-8 Issue-4S4 December 2019 | Retrieval Number: D10711284S419/2019©BEIESP | DOI: 10.35940/ijrte.D1071.1284S419
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: This research study was aimed to explore the customer perception towards online banking adoption in Chennai city. This research study was adopted empirical and exploratory research design and structured questionnaire was used to gather the primary information from the public sector bank customers. The data collected were analysed with the help of PSPP software and statistical tools such as, percentage analysis, descriptive statistics, and multiple regression analysis has been applied to draw meaningful solutions to the research problem. The empirical evidences reveal that youngsters have higher online banking service quality perception as compared to elderly peoples. Those who are earning more income and having good occupation have higher online banking service quality perception as compared to other income and occupation groups. Public sector bank customers those who are using online banking practices before demonetization have higher service quality perception in online banking as compared to users started using aftermath of demonetisation.
Keywords: Online Banking, Service Quality, Demonetisation, Assurance and Security.
Scope of the Article: Online Learning Systems