INTRODUCTION

1.1 introduction

Today’s companies are facing toughest competition ever. This lies

in doing a better job of meeting and satisfying customer needs.
Only customer centered companies are adept at Building
customers, not just products. They are skilled in market Engineering.

A customer is a client ; buyer or purchaser is the recipient Of

good, service, product or idea obtained from a seller, vender or
supplier for monetary or rather valuable consideration . satisfaction
is a person’s feeling of pleasure or disappointment resulting from
comparing products perceived performance in relation to his or her
expectation. If the performance matches the expectations the
customer is satisfied.

There is a little doubt that the proliferation of, and

advancement in internet based technologies have resulted in
fundamental changes in companies interact to their customers.
Bank and financial corporations have been at the forefront of this
internet and technology adoption process. Online banking refers to
the automated delivery of banking products and services directly to
customers through electronic communication channels, most notably
the internet online banking is also called E banking or pc banking.

As an increasing number of Indian banks look at the

innovative types such as online banking, to make a customer’s
banking experience more convenient, efficient, and effective.
It becomes even more important to ascertain the customers
perception of the overall service standard and their satisfaction to
the current online banking services. Measuring customer satisfaction
can provide banks useful information about customer loyalty and
retention, and also help them devise effective strategies to use
effective customer service as a distinguishing factor. In this heavily
customer oriented service industry. Banks hope to capitalise on
these customer satisfaction levels inorder to strengthen the customer
loyalty and expand their overall customer base. It’s not surprising
that customer satisfaction is rapidly developing into a key success
function from online or internet banking stant point

1.2 Scope of the study

The study helps to evaluate and examine the level of customer

satisfaction from internet banking service. The purpose of the study
is observe and analyse the major problems faced by the customers
by using internet banking service .

1.3 Objectives of the study

 T0 study the satisfaction level of customer from internet

banking services.

 To find out major problems faced by customers from

internet banking services.

 To study the consciousness level of service class people

regarding Internet banking .

 To find out the purpose of using internet banking service.

1.4Research methodology
 Research methodology is a systematic and continuous method
of defining a problem ,collecting facts and analysing them ,reaching
conclusion . Research is a systematic problem solving . it may be
understood as a science of studying research process. Scientifically
the present study is based on both primary and secondary data.

Primary Data

The primary data is collected through structured

uestionnaires . fifty customers of online banking and the
uestionnaire is got filled and collected from them.

Secondary Data

The secondary data is collected from magazines, journals

ect ...,

1.5 Tools for analysis

Data analysis can be done by using normal mathematical

skills like percentage, diagram etc...

Diagram - it is a simplified sketch present the appearance, or

structure, of something a schematic representation.

Percentage Analysis - data collected are edited and coded by using

the tally bars . this helps in converting the gathered data into a
tabulated grouped data . percentage analysis is applied and
Represent the collected data for better understanding.

1.6 Limitations

 The sample size is limited to 50 customers only.

  Time is one of the major constraints.

 Uestionnair is the only method used for collecting data.

 There is very chance of an ser of the respondents being

influenced by their moods and cognitive limitations.

1.7 scheme of the study

Scheme of study present the contents of chapters.

 Chapter 1- introduction, scope of study , objectives of

the study , research methodology , limitations of the
study.

 Chapter 2 - revie of literature.

 Chapter 3 – industrial profile.

 Chapter 4 – data analysis and interpretation.

 Chapter 5 - findings , suggestion and conclusions.