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ISSN 2063-5346
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CONSUMER PERCEPTION TOWARDS E-BANKING SERVICES AMONG NATIONALIZED BANKS IN CHENNAI

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Dr. L. Venkatesan
» doi: 10.31838/ecb/2023.12.s2.374

Abstract

E-banking services, also known as electronic banking services or online banking services, encompass a range of financial services and transactions that are provided through electronic channels, primarily over the internet. These services enable customers to access and manage their bank accounts, conduct financial transactions, and utilize banking services using digital platforms such as websites, mobile applications, and other online portals. Nationalized banks, on the other hand, are financial institutions that are owned and operated by the government of a country. In the case of India, nationalized banks refer to banks that were previously privately owned but were later taken over by the government under the nationalization policy. Consumer perception pertains to how individuals perceive and interpret information about products, services, brands, or any other aspect of the marketplace. It involves the formation of opinions, beliefs, and attitudes by consumers based on their experiences, knowledge, and interactions with various offerings. The aims of the study were to investigate consumer perception towards e-banking services level of awareness and satisfaction among the nationalized banks in Chennai. The methodology of this study involves primary and secondary data, employing descriptive and analytical methods. The primary data collection was conducted through the distribution of a well-structured questionnaire among a sample size of 100 individuals in and around Chennai. The study was analysed using statistical tools. Frequency analysis, Chi-square test, one-way ANOVA. The statistical analysis was conducted with the assistance of SPSS software. The study reveals creating awareness, satisfying customer needs, and embracing technological advancements to enhance consumer perception and satisfaction with e-banking services among nationalized banks in Chennai. By focusing on these aspects, banks can drive customer loyalty, foster trust, and ensure a seamless and convenient banking experience for their customers.

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