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1.
1 Introduction
In India, innovation in baking sector was began since 1991 with introduction of
liberalization and globalization processes as result of it E- Banking came into progress. This
Information Technology revamps the entire banking sector. E- banking drastically and rapidly
altered the way of client banking, banks started providing different services related to cash
deposits, cash withdrawals that to through electronic means. Due to this I.T revolution the
number of electronic transactions are increasing day by day and world has emerged as a
cyber-world where each and every one is connected through internet. E- Banking made the
mobility of foreign funds and investment possible which turned world into global market and
this market is growing so fast that it has almost abolished the effect of national boundaries. It
is not wrong to say that this I.T innovation in baking sector in form of E-banking has introduced
new business paradigm in country like in India.
Electronic banking is defined as “Delivery of bank’s services to a customer at his office

or home by using Electronic technology can be termed as Electronic Banking.” Finland was
the first country in the world who took a lead in E-banking. In India, ICICI bank was the first
bank that initiated E-banking as early as 1997 under the brand name “Infinity”. Online Banking
or E-based banking is also known as Cyber banking, home banking, and virtual banking and
includes various banking activities that can be conducted from anywhere. E-banking allows
customers to do financial transactions on a secured website operated by the institution, which
can be a retail bank, virtual bank, credit union, building society, it also includes RTGS, NEFT,
ECS, Credit cards and debit cards, Cheque truncation, ATM, Tele banking, Internet banking
and Mobile banking. According to Daniel electronic banking can be simple define as the
delivery of bank's information and services by banks to customers via different delivery
platforms that can be used with different terminal devices such as a personal computer and a
mobile phone with browser or desktop software, telephone or digital television.
1.2 The Indian Banking Sector and Information Technology
After independence, the Indian banking system has progressed from nationalisation to
liberalisation. It has seen the transformation of a sluggish corporate institution into a highly
proactive and competitive organisation. This transition has occurred. Largely as a result of
liberalisation and economic reforms that allowed banks to rather than generating sales from
traditional sources, investigate potential market prospects. Borrowing and lending streams this
financial reform, which began in the early 1970s introduced a radically new operating
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environment for banks. The banks were also selling their products and services through a
variety of creative and appealing technology-based multichannel. The method began in the
1970s with the introduction of computers as ledger posting machines. The use of technology
has been implemented in Banking operations have a wide range of back-office and customer
facing tasks. Early in the 1980s, The Reserve Bank of India established two committees to
speed up the modernization of the banking system. Operations in the financial industry A high-
level committee were formed under the auspices of the under the chairmanship of Dr C.
Rangarajan, a phased strategy for computerization and automation was created. In the banking
industry, there has been a lot of automation. Banks are now using a range of innovative and
attractive technology-based multichannel to market their goods and services. With the
invention of computers as ledger posting machines in the 1970s, the system was born. Banking
operations use automation for a variety of back-office and customer-facing activities.
The Reserve Bank of India formed two committees to speed up the restructuring of the
banking system in the early 1980s. Economic processes a high-level committee was organised
under the auspices of the and a phased plan for computerization and automation was established
under the chairmanship of Dr C. Rangarajan. Banks that once relied solely on the branch to
provide services have now begun to sell their products and services across several creative and
technology-based channels. Internet Banking, Automated Teller Machines, and other platforms
are examples of these. ‘ATMs,' 'Mobile Banking,' 'Phone Banking,' 'TV Banking,' and so on.
Any of these are E-banking or online-banking is the domain of new delivery networks. In the
type of digital banking, electronic banking has been around for a long time. Telephone transfers
and automated teller machines (ATMs). It has been more common in recent years. The internet
has changed everything – it's a digital distribution system that had enabled banking simpler for
its transactions.
1.3 E-Banking
In India E-Banking is a relatively new phenomenon in India. The conventional banking

paradigm has been through branch banking. Non-branch banking services were only introduced
in the early 1990s. The old manual systems that Indian banking relied on for centuries seem to
have no place today. ICICI Bank is responsible for the introduction of internet banking in India.
In 1999, Citibank and HDFC Bank launched internet banking services. The Government of
India and the Reserve Bank of India have taken many steps to encourage the growth of E-
Banking in India. With effect from October 17, 2000, the Government of India passed the IT
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Act, 2000, which offered legal recognition. To deal with the pressures of the rivalry, Indian
commercial banks have implemented several initiatives, one of which is E-Banking. The
competition has been internal disagreements for public sector banks, as the newly formed
private sector and foreign banks have emerged. EBanking provides three broad services:
Convenience- Complete your banking at your leisure in the privacy of your own house, there
are no lines at an online bank,24x7 service- Bank online transactions are available 24 hours a
day, 7 days a week, 52 weeks a year. (LAL* & SALUJA**, 2012) In simpler terms, E-Banking
is a banking arrangement that allows customers to conduct multiple transactions over the
internet that are end-to-end encrypted, i.e., totally safe and stable. Paperless/cashless transfers
are encouraged by E-Banking. It also comes with a set of protections, obligations, and
payments. E-Banking programmes include the following:
1.4 TYPES OF E-BANKING SERVICES

1.4.1 Mobile and Internet banking
Internet banking and E-banking are almost synonymous, except the latter is a broader
term encompassing the former. Any transaction financial or non-financial – that you make over
through a web page (generally the bank's website) or a web application constitutes internet
banking.
You can experience banking at your fingertips with IDFC FIRST Bank's internet banking
services, which facilitate easy transfers, quick bill payments and access to loan details. On the
other hand, mobile banking happens through your mobile phone via a bank's mobile banking
app.
1.4.2 Credit and debit cards
Credit and debit cards are a form of E-banking, too! Debit cards can help us easily
withdraw cash from ATMs and POS (Point of Scale) machines. On the other hand, credit
cards allow customers to borrow funds up to a pre-approved limit and help them avail a range
of offers.
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1.4.3 ATMS
ATM was the first E-banking service provided by banks when they started going digital.
An ATM makes the process of withdrawing and depositing money convenient.
1.4.4 Electronic Data Interchange (EDI)
EDI is a technology that is restricted to business transactions. It is used to improve

operational efficiency and reduce transaction costs across a supply chain consisting of
manufacturers, suppliers, logistics providers, retailers, and wholesalers, etc. EDI has succeeded
in making transactions across businesses paperless and seamless.
1.4.5 Electronic Fund Transfer (EFT)
An EFT is used to electronically transfer money from one bank account to another. Some
examples of EFT are National Electronic Funds Transfer (NEFT), Immediate Payment Service
(IMPS) and Real-Time Gross Settlement (RTGS). Hence, E-banking comprises a range of
different mediums of transacting online.
1.4.6 Point of Sale (POS)
A point of sale system refers to a point, in terms of date, time, and position (retail outlet),
where the customer makes a payment for the product made or services offered, using a plastic
card (business jargons, 2021).
1.5 PRESENT STATUS OF E-BANKING IN INDIA
E-banking has become an integral part of the banking system in India. Before the 90’s,
the traditional model of banking i.e. branch-based banking was prevalent, but after that non-
branch banking services were started. The credit of launching internet banking in India goes to
firstly ICICI Bank. After that Citibank and HDFC Bank followed with internet banking services
in 1999. The Government of India enacted the IT Act, 2000 with effect from October 17, 2000,
which provided legal recognition to electronic transactions and other means of e-commerce.
The Reserve Bank is monitoring and reviewing the legal and other requirements of ebanking
on a continuous basis to ensure that e-banking would develop on sound lines and e-banking
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related challenges would not pose a threat to financial stability. According to a report of RBI
in Jan. 2016, there are 196079 ATMs and 1337310 points of sale devices in India. To cope with
the pressure of growing competition, Indian commercial banks have adopted several initiatives
and e-banking is one of them. The competition has been especially tough for the public sector
banks, as the newly established private sector and foreign banks are leaders in the adoption of
e-banking. Indian banks offer to their customers the following ebanking products and services
viz. Automated Teller Machines (ATMs), Internet Banking, Mobile Banking, Phone Banking,
Tele banking, Electronic Clearing Services, Electronic Clearing Cards, Smart Cards, Door Step
Banking, and Electronic Fund Transfer.
According to the RBI in its Annual Report 2020-21 stated that the payment systems recorded
a robust growth of 26.2% in terms of volume on top of the expansion of 44.2% in the previous
year. Here some of the major key facts are as follows:
 Private sector banks represent about 67% of the POS terminal market while public
sector banks account for 27%. Payments banks accounted for 5% market share, and
foreign banks represented 1%.
 The total number of cards in circulation stood at 960.25 million as of March 2021. Out
of which, there were 898.20 million debit cards and 62.05 million credit cards, up by
8% and 7% YOY respectively.
 There were 2.20 billion prepaid payment instruments in the country. Out of which,
189.93 million comprised of prepaid cards and over 2.01 billion comprised of mobile
wallets.
 The number of transactions through mobile wallets in Q1 2021 was 1.13 billion and
the value was INR 411.75 billion. This includes the purchase of goods and services and
fund transfer through wallets. Transactions through wallets are growing steadily.
 Consumers made 8.32 billion mobile-based payments whereas Net Banking / Internet
browser-based transactions were over 937.60 million. In terms of value, INR 31.98
trillion was transacted through mobile while INR 131.34 trillion was transacted through
the internet.
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 Out of total UPI volume, 55% of transactions were P2P (Person-to-Person) while 45%
were P2M (Person-to Merchant). It clocked over 2.73 billion transactions in volume
and breached INR 5 trillion in terms of value.
 The transactions volume passing through Bharat Bill Payment Central Unit (BBPCU)
in Q1 2021 stood at 90.71 million while the value of the transaction was INR 134.70
billion. It registered a growth rate of 99% and 129% in volume and value respectively
against Q1 2020.
 AePS transactions (Offers, BHIM Aadhaar Pay) in Q1 2021 recorded a substantial

volume of over 449.45 million transactions, registering about 120% growth over Q1
2020. It processed transactions worth INR 633.38 billion, an increase of 93% over Q1
2010.
1.6 Statement of the Problem

Internet Banking provides customers many services like 24 hours banking, Cash
transfer, Balance Check, Account statements, online purchase etc. Providing this service is
without doubt more efficient but this will be a successful system only if the customer satisfy
with the services provided by the bank .Hence the sole purpose of this research is to find
whether the customer is satisfy with the services and hence they find it easy to access the
services provided by the bank.
1.7 Need for the Study

The purpose of this study is to analyse the cost effectiveness of online banking system. To
find how people uses this system which provides pleasure or became a burden. Today many
banking sector provides online services to their customer .They try to provide services but its
became very complicated as it contains many difficulties in providing the basic information of
the customers .This study helps to find that the technology been improved and the people satisfy
with the services provided by the bank. The main motto of the banks is to provide best services
to their customers and keep their customers happy
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1.8 Objectives of the Study
1. To investigate the satisfaction level of E-Banking users in Chennai City.
2. To analyse the service quality expectation of E-Banking users.
3. To study the sources of awareness of E-banking User in Chennai City.
1.9 Hypotheses of the Study
To achieve the above mentioned objectives the following null hypotheses have been
formulated related to the study.
1. There is no significant association between the level of satisfaction of the E-banking
users and their socio-economic variables.
2. There is no significant association between the service quality expectation of the E-

banking users and their socio-economic variables.
3. There is no significant difference among the sources of awareness of E-banking users

with regard to their socio-economic variables
1.10 Methodology
1.10.1 Research design

Descriptive research design has been describes the characteristics of group of target
population. It has been describes all the characters used in the research reports such as age,
gender, area, educational qualifications, and attitude behaviors and more. Therefore this
research report based on descriptive research designs.
1.10.2 Sampling method

Sampling method direct a right way to the research to draw a sample from the selected
population in keeping this view the convenient sampling has been used under the non-
probability sampling method.
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1.10.3 Method of Data Collections
There are two methods of data had been collected for the study such as primary data and
secondary data. The primary data directly collected by customers those are used in E-banking
services in the study area of Chennai city with the help of interview schedule. The secondary
data had been collected through the referred research journals, books and relevant websites.
1.10.4 Data Collection Instrument

The data collection instrument is a main tool for every research craft in focusing
this view the Questionnaires has been farmed for the study.
1.10.5 Pre-test and Pilot study

Whenever the researcher begins his/her research the framed
questionnaire/interview schedule has been tested with conducting pre-test and pilot
study. For the intention the pre-test had been conducted with ten customers and
unrelated information where removed from the interview schedule. Further the pilot
study conducted with thirty customers and the necessary arrangements were made in
the interview schedule.
1.10.6 Statistical Tools Used

For the purpose of find out the solution to a particular identified research
problem for the study the following statistical tools has been used namely, percentage
analysis, and chi-Square analysis.
1.10 Chapter Schemes

There are five chapters has been arranged for the study.
Chapter I: Introduction and Design of the Study

This chapter fairly produces introduction, basic concept of the E-banking Services, need
for the study, scope of the study, objectives of the study, and hypotheses of the study,
methodology and limitations of the study.
Chapter II: Review of Literature

This chapter deals with review of literature and research gap also been identified.
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Chapter III: Industry Profile
This chapter provides the conceptual Framework and industry profile of the study.
Chapter IV: Analysis and Interpretation of Data

This chapter elucidates the analysis and interpretation of data for the reason various
appropriate statistical tool has been used.
Chapter V: Summary of Findings, Suggestions and Conclusion

This chapter recapitulates the summary of key findings, suggestions and conclusion of
the study and scope for the further research.
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2.1 Introduction
Review of literature is very important aspect for every research support without this
should not carry out any research report. The literature review helps the research to drawn the
appropriate study relatable variables. Based on this further study should be carried out.
Therefore this study drawn some literature review related to E-banking
(Nilanjan Ray, 2014)1 Had a study in “Internet Service Quality Dimensions and their
Impact on Customer Satisfaction: Case from Banking Industry”. The objective is to the present
study empirically examines the impact of internet banking service quality dimensions on
Customer Satisfaction. Analysis of collected data reveals that there are three dimensions of
service quality, namely, Assured Service, Service Efficiency and Convenient Service which
impact customer satisfaction. It was also found that customers are more satisfied with some
additional service dimensions like trustworthiness, security, accessibility and awareness.
(Singh, 2019)2 Tried to find out “Measuring E-service quality and customer satisfaction
with Internet Banking in India” The objective of this study is to measure the e-service quality
of internet banking and the relationship with customer satisfaction in India. This study aims to
explore the critical factors of e-service quality of internet banking in India and to measure the
customers’ satisfaction of internet banking on the identified e-service quality dimensions. The
study also found that there is a positive relationship exists between e-service quality dimensions
and customer satisfaction of internet banking. These findings can be used by banks to improve
the service quality of their internet banking service and thereby to satisfy their customers. .
(Jolly, 2016) 3 In their survey focused on “the influence of internet banking on the
efficiency and cost savings for banks’ customers”. This research paper is about how the internet
is used by Indian banks and how it has changed the face of banking. Internet banking has its
advantages: primarily it is cost efficient. Using internet banking customers can do most of their
1
Nilanjan Ray, D. G. (2014). Internet Service Quality (I-Sq) Dimensions and their Impact on Customer
Satisfaction: Case from Banking Industry. Asian Journal of Research in Banking and Finance 4 (8, 212-221.
2
singh, S. (2019). Measuring E-service quality and customer satisfaction with Internet Banking in India.
Theoretical Economics Letters 9 (2), 308-326.
3
Jolly, V. (2016). THE INFLUENCE OF INTERNET BANKING ON THE EFFICIENCY AND COST
SAVINGS FOR BANKS’ CUSTOMERS. V. Jolly (2016) Int. J. Soc. Sc. Manage. , : 163-170.
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bank transactions online; almost all of the transactions are possible. Adding to the advantages
these transactions require only an internet connection and a computer. These facilities are not
limited to the working hours of the bank; one can avail these services24 hours a day, 7 days a
weeks. This makes the regular payments, like that of electricity, water, mobile bill etc. very
easy.
(Areeba Toor, 2016) 4 Had a survey on “The impact of e-banking on customer

satisfaction: Evidence from banking sector of Pakistan”. This research work intends to
investigate the impact of E-banking variables on customer satisfaction in Pakistan. Research
design of the study is quantitative. Results of the study have revealed that there is momentous
relationship between service quality dimensions and customer satisfaction in E-banking in
Pakistan, with more weightage of reliability, responsiveness and assurance among the five
dimensions. Through this study we can conclude that service quality in E-banking leads to
satisfied customers and thus banks can gain competitive advantage by offering better-quality
services to their customers in today’s emulous world.
(J.Venkatesh, 2007)5 in their study “ Role of E-Banking in Emerging Scenario” state

that the banking market which was largely controlled by the public sector banks, is now facing
stiff competition from the foreign players and new generation private sector banks. The banking
segment in India is witnessing revolutionary transformation and the core of this revolution is
‘Concept Selling’. The future prospects therefore lie in strengthening the package of innovative
banking services through technology. It is concluded that during 21st century, foreign exchange
banking has undergone tremendous changes with the economic liberalization, especially in the
last three years.
(Tan, 2008) 6 in their article “Spread of E-Banking in Malaysia-A Consumer

Perspective” have stated that the internet accessibility awareness, cost, trust in bank, security
concerns reluctance of customer, ease of use and convenience are the major factors influencing
the electronic banking services in Malaysia. The advantages of e-banking are modest when
4
Areeba Toor, M. H. (2016). The impact of e-banking on customer satisfaction: Evidence from banking sector of
Pakistan. Journal of Business Administration Research 5 (2), 27-40.
5
J.Venkatesh, &. P. (2007). Role of E-Banking in Emerging. The Professional Banker, 53-57.
6
Tan, W.-C. P.-C. (2008). Spread of E-Banking in Malaysia-A Consumer Perspective. The ICFAI Journal of
Bank Management, 77-79.
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compared to other online channels. It is one of the fastest rising services and is a powerful tool
for improving customer satisfaction as well as increasing cross-selling opportunities.
Therefore, banks should keep track of the ever-changing banking industry and the latest updates
of internet technology to envisage future competition. Despite all the frenzy about e-banking,
the banks should not neglect their branch networks as face-to-face communication is still vital.
(Bhatia, 2009)7 in their study “E-Banking- Some Economic Implications” found an

important economic implication of e-banking that has made the measurement of money supply
difficult, thereby making the central bank’s task of monetary policy formulation and
implementation cumbersome. Precisely, money stock is no longer a well behaved
intermediate/strategic variable which is amenable to targeting, so as to achieve desirable effects
on output, employment and price stability. The influence of e-banking on the labour market is
wide and penetrative. The introduction of e-banking threatens not only to reduce the number
of employees but also alter the composition of labour input in the banking sector. The Public
Sector Banks in India being the largest employer suffer from low labour productivity. The only
solution for them is to get rid of over-employment and adopt e-banking in its totality. This is
not an easy task and comes directly in confrontation with worker’s interests.
(Srivastava, 2007) 8 Had a research in “Customer's perception on usage of internet

banking”. Internet banking is still at infancy stage in the world. Many studies focused on usage
of internet banking but many factors on non-usage were overlooked. This research was carried
out to validate the conceptual model of internet banking. The causes were identified and
researched through correcting the causative factors so that internet banking can be used by
more people. This will help the banking operations to be more cost effective.
(Pallab Sikdar, 2015)9 Had a study on “Online banking adoption: A factor validation
and satisfaction causation study in the context of Indian banking customers”. The study
considers a five-factor model toward online banking adoption in the context of banking
customers in India and validates the proposed model. In addition, the authors consider the
7
Bhatia, J. K. (2009). E-Banking some Economic Implications. The Journal of E-Business, 41-47.
8
Srivastava, R. K. (2007). Customer's perception on usage of internet banking. Innovative Marketing 3 (4), 67-
73.
9
Pallab Sikdar, M. M. ( 2015). Online banking adoption: A factor validation and satisfaction causation study in
the context of Indian banking customers. nternational Journal of Bank Marketing 33 (6), 760-785.
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impact of validated factors on overall satisfaction of customers. Trust, Usage Constraint, Ease
of Use, Accessibility and Intention to Use as reliable and valid factors determining internet
banking adoption among customers in India. The existing studies in the context of e-banking
in general and online banking in particular have been majorly confined to proposing key drivers
toward adoption of such alternate banking mediums. As the study relates to banking customers
in India, findings will be of particular value to domestic and foreign banking entities looking
to leverage technology as a tool to attain stronghold with an emerging economic set-up.
(Kamal K Gupta, 2011)10 From his findings from “Effect of demographic variables
on customer perceived internet banking service quality: empirical evidence from India”. This
study attempts to analyse the effect of demographic variables on customer perceptions of
Internet banking service quality offered by banks in India. Five dimensions of Internet banking
service quality-Security/Privacy, Reliability, Efficiency, Responsiveness and Site Aesthetics
were extracted through exploratory factor analysis. Performance of banks on these five Internet
banking service quality dimensions was assessed using descriptive analysis as well as
hypotheses testing Results of independent samples t-test revealed a significant difference
between male and female customers’ perceptions on Security/privacy and Responsiveness
dimensions. MANOVA results suggest a significant difference in customers’ perceptions by
occupation and income groups whereas no significant difference was found on the bases of age
and education level.
(Thabit Altobishi, 2018) 11 From the study of “E-Banking effects on customer

satisfaction: The survey on clients in Jordan Banking Sector”. The managers in financial
organizations and institutions are willing to maintain customer satisfaction, in order to
minimize their cost and strengthen their competitive advantage. The reviewed literature
indicates that convenience, privacy, cost, ease of use, personalization and customization and
security are six indicators that affect level of customer satisfaction with E-Banking. The survey
questions conducted in these six indicators and statistical results shows a positive relationship
between level of customer satisfaction and usage of E-Banking among customers. There is
10
Kamal K Gupta, D. I. (2011). Effect of demographic variables on customer perceived internet banking service
quality: empirical evidence from India. Paradigm 15 (1-2), 83-92.
11
Thabit Altobishi, G. E. (2018). E-Banking effects on customer satisfaction: The survey on clients in Jordan
Banking Sector. International Journal of Marketing Studies 10 (2, 151-161.
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positive relationship between five indicators and level of customer satisfaction and usage of E-
Banking. Only Privacy is not discovered to have an effect on Customer Satisfaction in Jordan.
(S. Fatemeh Sakhaei, 2014) 12 In his research “The impact of service quality on
customer satisfaction on Internet. In his research on the effect of service quality factors of
Internet Banking on customer satisfaction in Iran, has evaluated the relationship between
service quality and customer satisfaction and examines the effects of service quality on
customer satisfaction by the use of Internet Banking services. According to the findings, six
service quality dimensions, namely dependability, performance, responsiveness, fulfilment,
security/privacy, and website design, have a substantive relationship with customer satisfaction
and Internet Banking.
(A.P.P. Perera, 2018)13 In his research in “Impact of Internet Banking Service Quality
on Customer Satisfaction: An Empirical Investigation of Customers in Sri Lanka”. The study
tested seven theories about the relationship between seven aspects of internet banking and
customer satisfaction. According to the findings, performance, device availability, and rewards
have a major and positive impact on customer satisfaction, while fulfilment, confidentiality,
and responsiveness have no significant impact on the degree of customer satisfaction. The
results have shown that touch and reliability are the most affected variables that increase the
satisfaction level of internet banking customers. The methodological evidence aided in
understanding the relative effectiveness of internet banking service values, which would aid
policymakers in developing quality services.
(Jane M. Kolodinsky, 2004)14 Has a research on “The adoption of electronic banking

technologies by US consumers”. This study explores the factors that influence the adoption or
plan to adopt three E-Banking technologies, as well as changes in these factors over time. Using
a data collection commissioned by the Federal Reserve Board, the paper discovers that relative
benefit, complexity/simplicity, compatibility, observability, risk tolerance, and product
12
S. Fatemeh Sakhaei, A. J. (2014). The Impact Of Service Quality On Customer Satisfaction In Internet. Journal
of mathematics and computer science, 33-40.
13
A.P.P. Perera, H. P. (2018). Impact of Internet Banking Service Quality on Customer Satisfaction: An Empirical
Investigation of Customers in Sri Lanka. International Journal of Management, IT & Engineering, 22.
14
Jane M. Kolodinsky, J. M. (2004). . The adoption of electronic banking technologies by US consumers.
International Journal of Bank Marketing.
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participation are all correlated with adoption. Adoption is affected by factors such as income,
assets, education, gender, marital status, and age. Adoption has developed over time, but the
influence of other factors on adoption have not. The consequences for the banking sector as
well as public policy are discussed.
(Emad Hashiem Abualsauod, 2020)15 Had a report on “A study of the effects of online
banking quality gaps on customers’ perception in Saudi Arabia”. This research aims to create
a conceptual context for OB (online banking) by understanding the interactions of stakeholders
in the banking industry, as well as to identify OB quality gaps based on relevant literature.
There were five online banking quality gaps found, as well as three phases of customer
engagement with online banking systems. As a result, the ultimate goal of this study is to assess
the impact of such quality differences on customers' willingness to use OB in Saudi Arabia, as
well as customer satisfaction with OB. Gaps in technology and human interaction were
discovered to have a huge impact on customers' ability to use OB.
(Khrais, 2013) 16 In his study in “THE EFFECTIVENESS OF E- BANKING

ENVIRONMENT IN CUSTOMER LIFE SERVICE AN EMPIRCAL STUDY (POLAND)”.
This study aims to look into the important determinants that make it easier for customers to use
E-Banking services. The survey method is used in this study to investigate the relationship
between independent and dependent variables. Data was collected using questionnaires that
were followed by a letter explaining the intent of the study and assuring respondents of the
confidentiality of their responses; the participants were online banking users in Poland. To test
hypotheses and accomplish goals, statistical instruments were used; hence, the analysis is
descriptive, and quantitative methods were used.
(Jamil Hammoud, 2018) 17 In his research on “The Impact of E-Banking Service

Quality on Customer Satisfaction: Evidence from the Lebanese Banking Sector”. This study
aimed to investigate the relationship between the factors of E-Banking service quality and
Emad Hashiem Abualsauod, A. M. (2020). A study of the effects of online banking quality gaps on customers’
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perception in Saudi Arabia. . journal of King Saud University - Engineering Sciences, 536-542.
16
Khrais, L. T. (2013). THE EFFECTIVENESS OF E- BANKING ENVIRONMENT IN CUSTOMER LIFE
SERVICE AN EMPIRCAL STUDY (POLAND). POLISH JOURNAL OF MANAGEMENT STUDIES, 110-120.
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Jamil Hammoud, ,. R. (2018). The Impact of E-Banking Service Quality on Customer Satisfaction:Evidence
From the Lebanese Banking Sector. Sage journals, 1-12.
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customer satisfaction to decide which component has the greatest potential impact on customer
satisfaction. Responses were extracted by the use of a survey instrument, which was distributed
to bank clients in the Lebanese banking sector. The data was statistically analysed using SPSS.
According to the results, dependability, performance, and ease of use; responsiveness and
communication; and protection and privacy all have a major effect on consumer satisfaction,
with dependability having the greatest impact.
(Dr. S. Sangeetha, 2020) 18 Has analysis in “Customers Satisfaction Towards E-

Banking Services with Special Reference to Coimbatore City”. It studies the customer’s
satisfaction towards E-Banking Services and its impacts on banks. Electronic Banking
technology is useful to customers as well as banks and other organizations. And there is no
significant difference between personal factors like age, profession, annual income and
category of the bank chosen and the satisfaction level of the customers.
(Dr. Jagdeep Singh, 2018) 19 His analysis in “The Impact of E-banking on Service
Quality: (A Case Study of Selected Cities of Punjab)”.investigates the effect of E-Banking on
service quality Likert scales with five points have been established. The effect of E-banking on
service quality was examined using nine factors: connectivity, tangibility, understanding,
credibility, stability, access, responsiveness, competence, and reliability, all of which have a
major impact on service quality. According to the findings of 18 the study, there is a major
difference between the various factors influencing the use of E-Banking. These considerations
should be addressed by E-Banking service providers to offer high-quality banking services to
their customers.
(Rajput, 2015)20 Had the study in “Customer Perception On E-Baking Services”. It

explores customer satisfaction of online banking systems and its consequences for banks. This
paper aim is to assess consumer perceptions towards E-Banking facilities. The data was
18
Dr. S. Sangeetha, K. M. (2020). . Customers Satisfaction Towards E-Banking Services With Special Reference
To Coimbatore City. INTERNATIONAL JOURNAL OF SCIENTIFIC & TECHNOLOGY RESEARCH VOLUME,
2742-2753.
19
Dr. Jagdeep Singh, M. J. (2018). The Impact of E-banking on Service Quality: (A Case Study of Selected Cities
of Punjab). International Journal of Management Studies, 114-127.
20
Rajput, U. S. (2015). Customer Perception On EBaking Services. Pacific Business Review International.
16
collected via questionnaire and descriptively evaluated using percentages and ANOVA.
Customers were discovered to be using E-Banking systems such as ATMs, home banking,
including the use of payment cards, it can be inferred that about 45 per cent of people have a
favourable view of and are satisfied with E-Banking. ATM withdrawals, bill payments, and
bank statement retrieval are all common E-Banking services.
(Choudhary, 2015)21 Had analysed in his research in “Internet Banking Challenges

and Opportunities in Indian Context”. It discusses the problems and opportunities associated
with internet banking in the Indian competition, the analysis concludes that the concept of
online banking is increasingly gaining momentum. Considering the difficulties, and the risks
associated with E-Banking, the government of India, with different government departments is
working to make E-Banking even more secure, safe, and dependable. Beginning with the fact
that the way banks used to work has changed as a result of the incorporation of the internet into
financial institutions. The launch of the internet in Banks have been modernised as a result of
the banking organisation. Implementation Online banking has helped both banks and
customers.
(Kavitha.S, 2016) 22 From his research “EBanking in India- Boon or Bane?”.

According to the research, the banking sector is the dominant sector, which is regarded as the
gateway to savings for the general public and the government, which is a source of GDP. The
research is based on secondary data. The study's tools included trend and compound Annual
Growth Rate (AGR). According to the analysis, E-Banking is both a strength and weakness
and the banking sector will be able to solve all of the obstacles in the coming years.
(Raghavendra.B, 2016) 23 Had done a study on “Customer Satisfaction towards

Internet Banking Services (A study focused On Public Sector Banks in Rayalaseema Region)”.
The study focuses on selected public sector banks and consumer opinion from a single region
with a similar social background resulting in prompt response, confidentiality, web design, and
ease of use of factors affecting customer satisfaction. The scope of the analysis is limited to
choudhary, V. C. (2015). “Internet Banking Challenges and Opportunities In Indian Context. Journal of
21
Management Sciences And Technology.

22
Kavitha.S. (2016). “EBanking in India- Boon or Bane? EPRA International Journal of Economic and business
review.
23
Raghavendra.B, S. K. (2016). Customer Satisfaction Towards Internet Banking Services (A study Focused On
Public Sector Banks In Rayalaseema Region). International Journal of Management and Commerce Innovations,.
17
investigating customer satisfaction with internet banking services offered by banks and.
Furthermore, the study focuses on mobile banking, bank support services, and private banks
for exploration. ATMs have been widely adopted to avoid customer queues, to bank more
easily, and to make use of information authentication.
(A, 2016)24 The research from “Adoption of internet banking: an empirical study in
Chennai”. The study aims to identify the factors that affect customer's adoption of Internet
banking services in Chennai, as well as to investigate the relationship between Internet banking
service adoption and demographic factors. The findings indicate that demographic factors such
as education, place of residence, and income all play a 20 positive role in the adoption of
banking technology. According to the study, with the change in the banking industry,
consumers are ready to embrace Internet Banking because it offers certain values and benefits
while saving time and effort.
(Dr. Geeta Sharma, 2014)25 “Management Invention Satisfaction In Indore District

Of Madhya Pradesh”. It has been analysed that internet banking service quality is a key issue
to maintain customer satisfaction. Website ease of use, comfort, accessibility, confidence and
responsiveness is the major integral determinants of internet banking services quality. The
research seeks to make an original contribution to knowledge by investigating the impact of
internet banking service quality on customer satisfaction in the Indore district of Madhya
Pradesh
24
A, S. (2016). Adoption of internet banking : an empirical study in Chennai. Intercontinental Journal of finance
research review.
25
Dr. Geeta Sharma, M. S. (2014). Internet Banking Service Quality and Its Impact On Customer Satisfaction In
Indore District Of Madhya Pradesh. . International Journal of Business and Management Invention, 1-6.
18
3.1 Bank
An organization that keeps money safely for its customers the office or building of
such an organization. You can take money out, save, borrow or exchange money at bank.
A bank is a financial institution that accepts deposits from the public and creates a demand
deposit while simultaneously making loans Lending activities can be directly performed by the
bank or indirectly through capital markets.
Because banks play an important role in financial stability and the economy of a
country, most jurisdictions exercise a high degree of regulation over banks. Most countries
have institutionalized a system known as fractional-reserve banking, under which banks hold
liquid assets equal to only a portion of their current liabilities. In addition to other regulations
intended to ensure liquidity, banks are generally subject to minimum capital
requirements based on an international set of capital standards, the Basel Accords
Banking in its modern sense evolved in the fourteenth century in the prosperous cities
of Renaissance Italy but in many ways functioned as a continuation of ideas and concepts
of credit and lending that had their roots in the ancient world. In the history of banking, a
number of banking dynasties – notably, the Medics, the Fugger’s, the Welsers, the Berenbergs,
and the Rothschilds – have played a central role over many centuries. The oldest existing retail
bank is Banca Monte dei Paschi di Siena (founded in 1472), while the oldest existing merchant
bank is Berenberg Bank (founded in 1590).
3.2 E-Banking
E-banking is a product designed for the purposes of online banking that enables you to
have easy and safe access to your bank account. E-banking is a safe, fast, easy and efficient
electronic service that enables you access to bank account and to carry out online banking
services, 24 hours a day, and 7 days a week.
In India E-Banking is a relatively new phenomenon in India. The conventional banking

paradigm has been through branch banking. Non-branch banking services were only introduced
in the early 1990s. The old manual systems that Indian banking relied on for centuries seem to
have no place today. ICICI Bank is responsible for the introduction of internet banking in India.
In 1999, Citibank and HDFC Bank launched internet banking services. The Government of
India and the Reserve Bank of India have taken many steps to encourage the growth of E-
Banking in India. With effect from October 17, 2000, the Government of India passed the IT
19
Act, 2000, which offered legal recognition. To deal with the pressures of the rivalry, Indian
commercial banks have implemented several initiatives, one of which is E-Banking. The
competition has been internal disagreements for public sector banks, as the newly formed
private sector and foreign banks have emerged. EBanking provides three broad services:
Convenience- Complete your banking at your leisure in the privacy of your own house, there
are no lines at an online bank,24x7 service- Bank online transactions are available 24 hours a
day, 7 days a week, 52 weeks a year. (LAL* & SALUJA**, 2012) In simpler terms, E-Banking
is a banking arrangement that allows customers to conduct multiple transactions over the
internet that are end-to-end encrypted, i.e., totally safe and stable. Paperless/cashless transfers
are encouraged by E-Banking.
3.3 Importance of e-banking
We will look at the importance of electronic banking for banks, individual customers, and
businesses separately.
3.3.1 Banks
 Lesser transaction costs – electronic transactions are the cheapest modes of transaction
 A reduced margin for human error – since the information is relayed electronically,
there is no room for human error
 Lesser paperwork – digital records reduce paperwork and make the process easier to
handle. Also, it is environment-friendly
 Reduced fixed costs – A lesser need for branches which translates into a lower fixed
cost.
 More loyal customers – since e-banking services are customer-friendly, banks
experience higher loyalty from its customers.
3.3.2Customers
 Convenience – a customer can access his account and transact from anywhere
24x7x365.
 Lower cost per transaction – since the customer does not have to visit the branch for
every transaction, it saves him both time and money.
20
 No geographical barriers – In traditional banking systems, geographical distances
could hamper certain banking transactions. However, with e-banking, geographical
barriers are reduced.
3.3.3 Business
Account reviews – Business owners and designated staff members can access the accounts
quickly using an online banking interface. This allows them to review the account activity
and also ensure the smooth functioning of the account.
Better productivity – Electronic banking improves productivity. It allows the automation of

regular monthly payments and a host of other features to enhance the productivity of the
business.
Lower costs – Usually, costs in banking relationships are based on the resources utilized. If a
certain business requires more assistance with wire transfers, deposits, etc., then the bank
charges it higher fees. With online banking, these expenses are minimized.
Lesser errors – Electronic banking helps reduce errors in regular banking transactions. Bad
handwriting, mistaken information, etc. can cause errors which can prove costly. Also, easy
review of the account activity enhances the accuracy of financial transactions.
Reduced fraud – Electronic banking provides a digital footprint for all employees who have
the right to modify banking activities. Therefore, the business has better visibility into its
transactions making it difficult for any fraudsters to play mischief.
3.4 Functions of banks
The major functions of banks are almost the same but the set of people each sector or
type deals with may differ. Given below the functions of the banks in India:
1. Acceptance of deposits from the public

2. Provide demand withdrawal facility
3. Lending facility
4. Transfer of funds
5. Issue of drafts
6. Provide customers with locker facilities
21
7. Dealing with foreign exchange
3.5 Types of banks
3.5.1 Central Bank
The Reserve Bank of India is the central bank of our country. Each country has a central
bank that regulates all the other banks in that particular country.
The main function of the central bank is to act as the Government’s Bank and guide and regulate
the other banking institutions in the country. Given below are the functions of the central bank
of a country:
 Guiding other banks
 Issuing currency
 Implementing the monetary policies
 Supervisor of the financial system
In other words, the central bank of the country may also be known as the banker’s bank as it
provides assistance to the other banks of the country and manages the financial system of the
country, under the supervision of the Government.
22
3.5.2 Cooperative Banks
These banks are organised under the state government’s act. They give short term loans
to the agriculture sector and other allied activities.
The main goal of Cooperative Banks is to promote social welfare by providing concessional
loans
They are organised in the 3 tier structure
 Tier 1 (State Level) – State Cooperative Banks (regulated by RBI, State Govt,
NABARD)
 Funded by RBI, government, NABARD. Money is then distributed to the public
 Concessional CRR, SLR applies to these banks. (CRR- 3%, SLR- 25%)
 Owned by the state government and top management is elected by members
 Tier 2 (District Level) – Central/District Cooperative Banks

 Tier 3 (Village Level) – Primary Agriculture Cooperative Banks
3.5.3 Commercial Banks
 Organised under the Banking Companies Act, 1956
 They operate on a commercial basis and its main objective is profit.
 They have a unified structure and are owned by the government, state, or any private
entity.
 They tend to all sectors ranging from rural to urban
 These banks do not charge concessional interest rates unless instructed by the RBI
 Public deposits are the main source of funds for these banks
The commercial banks can be further divided into three categories:
1. Public sector Banks – A bank where the majority stakes are owned by the Government
or the central bank of the country.
2. Private sector Banks – A bank where the majority stakes are owned by a private
organization or an individual or a group of people
23
3. Foreign Banks – The banks with their headquarters in foreign countries and branches
in our country, fall under this type of bank.
24
3.5.4 Regional Rural Banks (RRB)
 These are special types of commercial Banks that provide concessional credit to
agriculture and rural sector.
 RRBs were established in 1975 and are registered under a Regional Rural Bank Act,
1976.
 RRBs are joint ventures between the Central government (50%), State government
(15%), and a Commercial Bank (35%).
 196 RRBs have been established from 1987 to 2005.
 From 2005 onwards government started merger of RRBs thus reducing the number of
RRBs to 82
 One RRB cannot open its branches in more than 3 geographically connected districts.
3.5.5 Local Area Banks (LAB)
 Introduced in India in the year 1996
 These are organized by the private sector
 Earning profit is the main objective of Local Area Banks
 Local Area Banks are registered under Companies Act, 1956
 At present, there are only 4 Local Area Banks all which are located in South India
3.5.6 Specialized Banks
Certain banks are introduced for specific purposes only. Such banks are called specialized
banks. These include:
 Small Industries Development Bank of India (SIDBI) – Loan for a small scale industry
or business can be taken from SIDBI. Financing small industries with modern
technology and equipment’s is done with the help of this bank
 EXIM Bank – EXIM Bank stands for Export and Import Bank. To get loans or other
financial assistance with exporting or importing goods by foreign countries can be done
through this type of bank
25
 National Bank for Agricultural & Rural Development (NABARD) – To get any kind
of financial assistance for rural, handicraft, village, and agricultural development,
people can turn to NABARD.
3.5.7 Small Finance Banks
As the name suggests, this type of bank looks after the micro industries, small farmers,
and the unorganized sector of the society by providing them loans and financial assistance.
These banks are governed by the central bank of the country.
AU Small Finance Equitas Small Jana Small Finance Northeast Small

Bank Finance Bank Bank Finance Bank
Capital Small Fincare Small Suryoday Small Ujjivan Small

Finance Bank Finance Bank Finance Bank Finance Bank
Esaf Small Finance Utkarsh Small

Bank Finance Bank
3.5.8 Payments Banks
A newly introduced form of banking, the payments bank have been conceptualized by
the Reserve Bank of India. People with an account in the payments bank can only deposit an
amount of up to Rs.1, 00,000/- and cannot apply for loans or credit cards under this account.
Options for online banking, mobile banking, the issue of ATM, and debit card can be done
through payments banks. Given below is a list of the few payments bank in our country:
 Airtel Payments Bank
 India Post Payments Bank
 Fino Payments Bank
 Jio Payments Bank
 Paytm Payments Bank
 NSDL Payments Bank
26
This study chapter presents the analysis and interpretation of data of main objectives of the
study namely to investigate the satisfaction level of E-Banking users in Chennai City and
analyse the service quality expectation of E-Banking users and to study the sources of
awareness of E-banking User in Chennai City. Further 7 socio economic profiles of the
customers have been tested with appropriate statistical tools such Friedman rank correlation,
and chi-Square analysis. From this chapter the major findings that will presents in the
forthcoming chapter.
4.1 GENDER WISE CLASSIFICATION
TABLE-4.1
Cumulative
Gender Frequency Percent Valid Percent
Percent
Male 84 73.0 73.0 73.0
Female 31 27.0 27.0 100.0
Total 115 100.0 100.0
SOURCE: PRIMARY DATA
The above table 4.1 shows that 73.0 per cent of the male customers are using E-banking
services and 27.0 per cent of the female customers are using E-banking services. It clearly
stated that majority of the customer are male they are using E-banking services (73.0).
27
4.1 GENDER WISE CLASSIFICATION
BAR DIAGRAM-4.1
28
4.2 AGE WISE CLASSIFICATION
TABLE-4.2
Cumulative
Age Frequency Percent Valid Percent
Percent
18-25 66 57.4 57.4 57.4

26-35 33 28.7 28.7 86.1
36-45 10 8.7 8.7 94.8
45&above 6 5.2 5.2 100.0
Total 115 100.0 100.0
The above table 4.2 shows that 57.4 per cent of the e-banking customers are between the age
group of 18-25, 28.7 per cent of the E-banking customers are between the age group of 26-35,
8.7 per cent of the E-banking customers are between the age group of 36-45 and 5.2 per cent
of the E-banking customers are between the age group of 45&above.
29
4.2 Age wise classification
BAR DIAGRAM-4.2
30
4.3 MARITAL STATUS WISE CLASSIFICATION
TABLE-4.3
Marital Cumulative
Frequency Percent Valid Percent
status Percent
Married 33 28.7 28.7 28.7
Unmarried 82 71.3 71.3 100.0
Total 115 100.0 100.0
The above table 4.3 shows 28.7 percent of married customer are using E-banking services and
71.3 percent of unmarried customer are using the E-banking services. It clearly states the
majority of the customer are unmarried they are using E-banking services (71.3).
31
4.3 Marital Status Wise Classifications
BAR DIAGRAM-4.3
32
4.4 EDUCATIONAL QUALIFICATION WISE CLASSIFICATION
TABLE-4.4
Educational Cumulative
qualification Percent
SSLC 8 7.0 7.0 7.0
HSC 8 7.0 7.0 13.9
Under Graduate 80 69.6 69.6 83.5
Post Graduate 19 16.5 16.5 100.0
Total 115 100.0 100.0
From this table 4.4 elucidates that 7 percent of the people completed their SSLC using E-
banking services , 7 percent of the people competed their HSC using E-banking services , 69.6
percent of the people completed their Under graduation using E-banking services and 16.5
percent of people completed their Post-graduation using E-banking services . It clearly states
that majority of the customers are under graduates in using E-banking services.
33
4.4 EDUCATIONAL QUALIFICATION WISE CLASSIFICATION
BAR DIAGRAM-4.4
34
4.5 OCCUPATION WISE CLASSIFICATION
TABLE – 4.5
Cumulative
OCCUPATION Frequency Percent Valid Percent
Percent
Government employee 28 24.3 24.3 24.3
Private employee 47 40.9 40.9 65.2
Business 25 21.7 21.7 87.0
Daily wages 15 13.0 13.0 100.0
Total 115 100.0 100.0
The above table 4.5 illustrate that 24.3 per cent of the E-banking customers are privates
employees, 21.7 per cent of the customers are doing their own business, 13.0 per cent of the e-
banking customers are daily wages, 40.3 per cent of the customers are government employees.
It evidently shows that most of the E-banking customers are private employees and students
(40.9 per cent).
35
4.5 OCCUPATION WISE CLASSIFICATIONS
BAR DIAGRAM-4.5
36
4.6 FAMILY WISE CLASSIFICATION
TABLE-4.6
Cumulative
Family Frequency Percent Valid Percent
Percent
Joint Family 43 37.4 37.4 37.4
Nuclear Family 72 62.6 62.6 100.0
Total 115 100.0 100.0
The above table 4.6 shows that 37.4 percent of the E-banking customers are joint family and
62.2 percent of customers are from nuclear family. It clearly shows that most of the E-
banking services are consumed by Nuclear family.
37
4.6 TYPE OF FAMILY WISE CLASIFICATION
BAR DIAGRAM-4.6
38
4.7 USAGE WISE CLASSIFICATION
TABLE-4.7
Cumulative
Usage Frequency Percent Valid Percent
Percent
Less than 1 year 40 34.8 34.8 34.8
1 to 3 years 52 45.2 45.2 80.0
3 to 6 years 14 12.2 12.2 92.2
More than 6 years 9 7.8 7.8 100.0
Total 115 100.0 100.0
This table 4.7 shows that 34.8 per cent of E-banking customers uses the service are less than 1
year, 45.2 per cent of E-banking customers uses the services between 1 to 3 years, 12.2 per
cent of customers uses the service between 3 to 6 years and 7.8 per cent of E-banking customers
uses the service for more than 6 years. It clearly shows that most of the E-banking customers
using the service between 1 to 3 years.
39
4.7 USAGE WISE CLASSIFICATION
BAR DIAGRAM-4.7
40
4.8 SERVICE USAGE WISE CLASSIFICATION
TABLE-4.8
Cumulative
Service Frequency Percent Valid Percent
Percent
To get Account Balance
26 22.6 22.6 22.6
updates
To transfer money 18 15.7 15.7 38.3
To pay utility bills 5 4.3 4.3 42.6
To buy goods and services 6 5.2 5.2 47.8
All the above 60 52.2 52.2 100.0
Total 115 100.0 100.0
This table 4.8 shows that 22.6 percent of customer uses the E-banking services to get account
balance updates, 15.7 percent of customer uses the E-banking services to transfer money,4.3
percent of customer uses the E-banking services to pay utility bills , 5.2 percent of customer
uses the E-banking services to buy goods and services and 52.2 percent of customer uses the
E-banking services to perform all the above features . It clearly shows that majority of the
customers uses all the features provided by E-banking (52.2)
41
4.8 SERVICE WISE USAGE CLASSIFICATION
BAR DIAGRAM-4.8
42
4.9 KNOWLEDGE ABOUT E-BANKING WISE CLASSIFICATION
TABLE-4.9
About E- Cumulative
banking Percent
Friends 40 34.8 34.8 34.8
Family 25 21.7 21.7 56.5
Bank itself 39 33.9 33.9 90.4
Others 11 9.6 9.6 100.0
Total 115 100.0 100.0
This table shows that 34.8 per cent of people get knowledge about E-banking service by
friends, 21.7 per cent of people get knowledge about E-banking service by family members,
33.9 per cent of people get knowledge about E-banking service by bank itself, and 11 per cent
of people get knowledge about E-banking service by others. It clearly shows that majority of
the customers are known about E-banking service by friends (34.8).
43
4.9 KNOWLEDGE ABOUT E-BANKIN WISE CLASSIFICATION
BAR DIAGRAM- 4.9
44
4.10 PARTICULAR PEOPLE WISE CLASSIFICATION
TABLE-4.10
Cumulative
People Frequency Percent Valid Percent
Percent
Strongly disagree 22 19.1 19.1 19.1
Disagree 37 32.2 32.2 51.3
Neutral 20 17.4 17.4 68.7
Agree 18 15.7 15.7 84.3
Strongly Agree 18 15.7 15.7 100.0
Total 115 100.0 100.0
This table 4.10 shows that 19.1 per cent of people strongly disagree the statement, 32.2 per
cent of people disagree the statement, 17.4 per cent of people being Neutral with the
statement and 15.7 per cent of people agree the statement, and 15.7 per cent of people
disagree the statement. It clearly states that majority of the people disagree the statement
(32.2).
45
4.10 PARTICULAR PEOPLE WISE CLASSIFICATION
BAR DIAGRAM-4.10
46
4.11 CARD TRANSACTION WISE CLASSIFICATION
TABLE-4.11
Cumulative
Card transaction Frequency Percent Valid Percent
Percent
Highly Dissatisfied 1 .9 .9 .9
Dissatisfied 4 3.5 3.5 4.3
Neutral 33 28.7 28.7 33.0
Satisfied 46 40.0 40.0 73.0
Highly Satisfied 31 27.0 27.0 100.0
Total 115 100.0 100.0
This table 4.11 shows that 27 per cent of customers are highly satisfied with the above
statement, 40 per cent of customers are satisfied with the above statement, 28.7 per cent of
customers are stayed neutral with the above statement, 3.5 per cent of customers are
dissatisfied with the above statement, 0.9 per cent of customers are Highly dissatisfied with
the above statement. It clearly states that majority of the customer are satisfied with the above
statement (40 percent).
47
4.11 CARD TRANSACTION WISE CLASSIFICATION
BAR DIAGRAM-4.11
48
4.12 SAFETY OF THE CLIENT WISE CLASSIFICATION
TABLE-4.12
Cumulative
Satisfactory level Frequency Percent Valid Percent
Percent
Neutral 39 33.9 33.9 38.3
Satisfied 43 37.4 37.4 75.7
Total 115 100.0 100.0
This table 4.12 shows that 24.3 per cent of customers are highly satisfied with the above
statement, 37.4 per cent of customers are satisfied with the above statement, 39.9 per cent of
customers are stayed neutral with the above statement, 3.5 per cent of customers are dissatisfied
with the above statement, 0.9 per cent of customers are Highly dissatisfied with the above
statement. It clearly states that majority of the customer are satisfied with the above statement
(37.4 percent).
49
4.12 SAFETY OF THE CLIENT WISE CLASSIFICATION
BAR DIAGRAM-4.12
50
4.13 PRICE OF SERVICE WISE CLASSIFICATION
TABLE-4.13
Cumulative
Percent
Neutral 42 36.5 36.5 52.2
Satisfied 34 29.6 29.6 81.7
Total 115 100.0 100.0
dissatisfied with the above statement, 0.9 per cent of customers are Highly dissatisfied with the
above statement. It clearly states that majority of the customer are neutral with the above
statement (37.4 percent).
51
4.13 PRICE OF SERVICE WISE CLASSIFICATION
BAR DIAGRAM-4.13
52
4.14 CUSTOMER NEED’S WISE CLASSIFICATION
TABLE-4.14
Cumulative
Percent
Highly Dissatisfied 4 3.5 3.5 3.5
Neutral 23 20.0 20.0 34.8
Satisfied 47 40.9 40.9 75.7
Total 115 100.0 100.0
dissatisfied with the above statement, 3.5 per cent of customers are Highly dissatisfied with the
above statement. It clearly states that majority of the customer are satisfied with the above
statement (40.9percent).
53
4.14 CUSTOMER NEED’S WISE CLASSIFICATION
BAR DIAGRAM-4.14
54
4.15 FACILITIES WISE CLASSIFICATIONS
TABLE-4.15
Cumulative
Percent
Neutral 31 27.0 27.0 38.3
Satisfied 38 33.0 33.0 71.3
Total 115 100.0 100.0
statement, 33.0 per cent of customers are satisfied with the above statement, 27.0 per
cent of customers are stayed neutral with the above statement, 10.4 per cent of
customers are dissatisfied with the above statement and 0.9per cent of customers are
Highly dissatisfied with the above statement. It clearly states that majority of the
customer are satisfied with the above statement (33.0 percent).
55
4.15 FACILITIES WISE CLASSIFICATIONS
BAR DIAGRAM-4.15
56
4.16 PERFORMANCE WISE CLASSIFICATIONS
TABLE-4.16
Cumulative
Satisfactory level Percent
Neutral 25 21.7 21.7 29.6
Satisfied 45 39.1 39.1 68.7
Total 115 100.0 100.0
This table4.16 shows that 31.3 per cent of customers are highly satisfied with the above
dissatisfied with the above statement and 0.9per cent of customers are Highly dissatisfied
with the above statement. It clearly states that majority of the customer are satisfied with the
above statement (39.1 percent).
57
4.16 PERFORMANCE WISE CLASSIFICATIONS
BAR DIAGRAM-4.16
58
4.17 QUALITY OF SERVICE WISE CLASSIFICATION
TABLE-4.17
Cumulative
Satisfactory level Frequency Percent Valid Percent Percent
Neutral 31 27.0 27.0 34.8
Satisfied 41 35.7 35.7 70.4
Total 115 100.0 100.0
dissatisfied with the above statement and 0.9per cent of customers are Highly dissatisfied
with the above statement. It clearly states that majority of the customer are satisfied with the
above statement (35.7percent).
59
4.17 QUALITY OF SERVICE WISE CLASSIFICATION
BAR DIAGRAM-4.17
60
4.18 ACCESSBILITY WISE CLASSIFICATION
TABLE-4.18
Cumulative
Frequency Percent Valid Percent Percent
Neutral 28 24.3 24.3 27.8
Satisfied 49 42.6 42.6 70.4
Total 115 100.0 100.0
customers are stayed neutral with the above statement, 1.7 per cent of customers are dissatisfied
with the above statement and 1.7per cent of customers are Highly dissatisfied with the above
statement. It clearly states that majority of the customer are satisfied with the above statement
(42.6ercent).
61
4.18 ACCESSBILITY WISE CLASSIFICATION
BAR DIAGRAM-4.18
62
4.19 TRANSFER OF FUNDS WISE CLASSIFICATION
TABLE-4.19
Satisfactory Frequenc Valid Cumulative

level y Percent Percent Percent
Neutral 18 15.7 15.7 19.1
Satisfied 55 47.8 47.8 67.0
Highly 38 33.0 33.0 100.0
Satisfied
Total 115 100.0 100.0

This table 4.19 shows that 33.oper cent of customers are highly satisfied with the above
dissatisfied with the above statement. It clearly states that majority of the customer are
satisfied with the above statement (47.8 percent).
63
4.19 TRANSFER OF FUNDS WISE CLASSIFICATION
BAR DIAGRAM-4.19
64
4.20 QUICK RESPONSE RELATED TO QUERY RAISED WISE CLASSIFICATION
TABLE-4.20
Cumulative
Satisfactory level Frequency Percent Valid Percent Percent
Neutral 34 29.6 29.6 40.0
Satisfied 37 32.2 32.2 72.2
Total 115 100.0 100.0
This table 4.20 shows that 27.8 percent of customers are highly satisfied with the above
customers are stayed neutral with the above statement, 4.3 percent of customers are
dissatisfied with the above statement and 6.1 per cent of customers are highly dissatisfied It
clearly states that majority of the customer are satisfied with the above statement (32.2
percent).
65
4.20 QUICK RESPONSE RELATED TO QUERY RAISED WISE CLASSIFICATION
BAR DIAGRAM-4.20
66
4.21 ACCOUNT WISE CLASSIFICATION
TABLE-4.21
Cumulative
Type of account Frequency Percent Valid Percent Percent
Current Account 25 21.7 21.7 21.7
Savings Account 60 52.2 52.2 73.9
Salary Account 14 12.2 12.2 86.1
Recurring Deposit Account 16 13.9 13.9 100.0
Total 115 100.0 100.0
This table 4.21 shows that 21.7 percent of customers are holding current account, 52.2 percent
of customers are holding savings account, 12.2 percent of customers are holding salary account
and 213.9percent of customers are holding Recurring deposit account . It clearly shows that
majority of the customers using Savings account (52.2).
67
4.21 ACCOUNT WISE CLASSIFICATION
BAR DIAGRAM-4.21
68
4.22 SALARY WISE CLASSIFICATION
TABLE-4.22
Cumulative
Salary Frequency Percent Valid Percent
Percent
20,000-25,000 31 33.0 33.0 33.0
25,000-30,000 37 41.7 41.7 74.8
30,000-35,000 20 12.2 12.2 87.0
Above 35,000 27 13.0 13.0 100.0
Total 115 100.0 100.0

This table 4.22 shows that 33.0 percent of customer’s salary lies between 20,000-25,000 , 41.7
percent of customer’s salary lies between 25,000-30,000,12.2 percent of customer’s salary lies
between 30,000-35,000 and 13.0 percent of customer’s salary lies Above 35,000. It shows that
majority of the customer salary lies between 25,000-30,000(41.4).
69
4.22 SALARY WISE CLASSIFICATION
BAR DIAGRAM-4.22
70
4.23 AGE AND SERVICE QUALITY TOWARDS E-BANKING SERVICE
PROVIDERS
TABLE 4.23
SERVICE QUALITY Chi- P-value

AGE EXPECTATION square
Low Medium High Total
18-25 18 30 18 66
27.3% 45.5% 27.3% 100.0%
26-35 9 18 6 33
27.3% 54.5% 18.2% 100.0%
3.801a
36-45 1 5 4 10 0.704
10.0% 50.0% 40.0% 100.0%
45&above 1 4 1 6
16.7% 66.7% 16.7% 100.0%
Total 29 57 29 115
25.2% 49.6% 25.2% 100.0%
Table no 4.22 indicates that p value is 0.704. Since the prescribed P value is more than 0.05,
the null hypothesis is accepted at 5% level of significance. There is no significant association
between the service quality and age of the E-banking users.
71
4.24 SATISFACTION LEVEL AND MONTHLY INCOME
Table-4.24
SATISFACTION LEVEL CHI-
MEDIU SQUARE
Salary LOW M HIGH Total
20,000- 12 18 10 40
25,000 30.0% 45.0% 25.0% 100.0%
25,000- 16 21 15 52
30,000 30.8% 40.4% 28.8% 100.0%
30,000- 2 8 4 14
35,000 14.3% 57.1% 28.6% 100.0%
Above 35,000 1 5 3 9 3.247a .777
11.1% 55.6% 33.3% 100.0%
Total 31 52 32 115
27.0% 45.2% 27.8% 100.0%
Table no 4.24 indicates that p value is 0.777. Since the prescribed P value is more than
0.05, the null hypothesis is accepted at 5% level of significance. . There is no significant
association between the service quality and age of the E-banking users.
72
5.1 Major Findings of the primary survey
Customers, as well as banks and other organizations, benefit from electronic banking
technologies. E-banking will help banks improve their performance, quality service.
1.115 people respond to this CUSTOMER SATISFACTION IN E- BANKING study.
2. Gender composition shows that most respondents were Male. Gender-specific
Women (26.95 per cent). Male (73.05 per cent). The study, therefore, showed that e-
banking was more popular among Men than Women.
3.The age distribution of respondents revealed that the majority of respondents (57.4
%) were from the age groups 18-25 years and 26-35 years together (28.7%). it was
followed by the age groups of 36-45 years (8.7%) and Above 46 (5.2 %). The studies
found that e-banking services are more common among young people than in upper
age groups.
4. Marital status composition shows that most respondents were un-married. Marital-
specific Married (28.7 per cent). Unmarried (71.3 per cent). The study, therefore,
showed that e-banking was more popular among Unmarried than Married.
5. The Education Qualification of respondents revealed that the majority of

respondents (69.5 %) were from the groups Under-graduate and Post-graduate together
(16.5 %). it was followed by the groups of HSC (7 %) and SSLC (7 %). The studies
found that e-banking services are more common among Under-graduate groups than
others.
6. The Occupation of respondents revealed that the majority of respondents (40.9%)

were from the Private-Employee. Followed by the Business (21.7 %). it was followed
by the Government-Employee (24.3%) and Daily-Wages (13.0 %). The studies found
73
that e-banking services are more common among Private-Employee than others.
7. Type of family composition shows that most respondents were Nuclear-family.

Nuclear-family (62.6 per-cent). Joint-family (37.4 per-cent). The study, therefore,
showed that e-banking was more popular among Nuclear-family than Joint-family.
8. How long are using E-Banking services of respondents’ shows that most of the
respondents are 1-3 Years 45.2% .as less than 1 Years 34.8%. 3-6 Years 12.2%. More
the 6 Years 7.8%. Which shows that the maximum users of E- Banking services are
using for 1-3 years. E-Banking is not widely used in before 6 previous Years due to a
lack of resources and knowledge.
9. What are the mobile Banking services you use respondents shows that most of the
respondents are all of the above 52.2%. To get account balance updates 22.6%. To
money transfer 15.7%. To buy goods and services 5.2%. To pay utility bills 4.3%.
Which shows that the maximum users of E- Banking services are using all mobile
banking services offered by the banks (All of the above).
10. How did you get to know about Mobile-Banking respondents revealed that the
majority of respondents (34.8 per-cent) were from the Friends, Bank itself (33.9),
Family (21.7%) & others (9.6%). The studies found that most of them get to know
about e-banking services by their Friends.
11. Mobile-Banking services is only meant for Wealthy people respondents revealed
that the majority of respondents Disagree (32.2%) and highly Disagree (19.1%). So
Mobile-Banking services is meant for all the peoples.
12.ATM & credit card are helps for better transaction respondents revealed that the
majority of respondents Satisfied(40%) & highly Satisfied(27%). so which shows that
74
internet banking is still not prevalent among the users of banking services , internet
banking Not Popular As ATM & Credit Cards.
13. E-banking services supply sufficient control through controlling procedures

applied on input , output and processes for the safety of client respondents revealed
that the majority of respondents Satisfied(37.4%).
14. Whether E-banking services contribute to decreasing the price of services

respondents revealed that the majority of respondents Neutral (36.5%).
15. The E-banking services provided by the banks offer services as per customers’
needs respondents revealed that the majority of respondents Satisfied (40.9%).
16. The E-banking services offered great respondents revealed that the majority of
respondents Satisfied (33%).
17. Performances of E-banking services in banks respondents revealed that the

majority of respondents Satisfied (39.1%).
18. Quality of services provided through E-banking respondents revealed that the
majority of respondents Satisfied (35.7%).
19. Accessibility towards E-banking website respondents revealed that the majority of
respondents Satisfied (42.6%).
20. Transfer of funds within the time period respondents revealed that the majority of
75
21. Quick responses related to Query raised respondents revealed that the majority of
22. The Accounts of respondents revealed that the majority of respondents (52.2%) were from
savings account and current account together (21.7 %). it was followed by the salary account (12.2
%) and Recurring Deposit account (13.9 %). The studies found that most of the users hold
savings accounts than others.
23. The salary of respondents revealed that the majority of respondents (41.7%) were from the
range of 25,000-30,000 and 20,000-25,000 (33.0%). it was followed by the range of 30,000-
35,000(12.2 %) Above 35,000 range of (13.0 %). The studies found that e-banking services
customer’s salary are range between 25,000-30,000.
5.2 Discussions & Suggestions
Banks should take the requisite steps to educate their customers about the different available
E-Banking services, as well as the benefits of using those services. Customers should be sent
demonstrations of E- Banking to encourage them to use it.
Banks should concentrate on cyber security problems including sensitive identities that are
susceptible to misuse in the cyber environment. The cost of accessing Internet Banking services
should be reduced to maximize the number of people who use the service. The E-Banking
infrastructure should be improved to make online inquiry and payment even more convenient.
Suggestions
We can see the time is changing and we are now accepting technology but there is still a lot of
perceptual blocking which hampers the growth its normal tendency of technology, that why
the growth of internet banking is very primitive in nature.
5.2.1 Recommendations to banks:
 Banks should obey the RBI norms and provide facilities as per the norms. But this are
not completely followed by the banks. Some of our respondents complained that their
bank do not give feedback of online transaction in proper times. If customers do not get
proper feedback then their interest in online services will be reduced. So bank should
take proper steps to build their feedback services.
76
 Internet banking facilities must be made available in all banks as well as in all branches.
 There are some co-operative banks in this area and this type of banks still do not have
core-banking facilities. For this reason this type of bank lose their customers. So co-
operative banks should be covered under core-banking system.
 Link failure is a big problem especially in UCO bank and for this reason the important
business deals have been hampered. So banks should modified their software
immediately.
 Now some banks install automated balance update machine to avoid customer
harassment but all banks should except this system very quickly.
 Banks should develop their services not only in town areas but also in village areas.
Banks should install more and more ATMs in both urban and rural areas.
 There is a another problem I faced at the time of conducting this survey that the
respondents complained that there are so many ATM machines in this locality but most
of the ATMs have normally no cash at all. So bank should extend this service with
regular cash filling.
5.2.2 Recommendations to users:
 Use anti-virus and maintain the integrity of your computer by scanning regularly for
computer viruses.
 If using the same computer or mobile for online banking, e-mail and web browsing,
always LOG OFF banking sessions before checking e-mail or web browsing. computer
viruses today are capable of installing themselves through e- mail links as well as web
sites where just passively moving your mouse over an image could be enough to install
a script that grabs your cached online banking credentials (user ID and password) and
77
allows a criminal to steal money from your account. Always keep your anti-virus
software up-to-date.
 Always use original operating system with original commercial anti-virus which could
be better than crack version or free sample.
 If you are using computer with multiple operating system (e.g., Ubuntu, Dos or
Windows) you must separately install anti-viruses for each O.S.
 Do not respond to e-mails requesting account information, account verification or
banking access credentials such as usernames, passwords, PIN codes and similar
information.
 Do not use e-mail (or e-mail based fax systems like FACsys) to send sensitive
information.
 Install a dedicated, actively managed network firewall to limit the potential for
unauthorized access to your network or computer.
5.3 Conclusion
Conclusion To sum up, the current study analyzed the Internet banking customers in the
Chennai district to understand various aspects of Internet banking services, and the concerns
on security measures by the consumers. The outcome of the research work on the Internet
banking helped to identify the precautionary checklist open to for a number of issues in the
internet banking era. Furthermore, a supreme and powerful security policy employed by the
banks and legislation instituted by local or state Governments should be in use and obligatory
in order to improve security in Internet banking systems. In addition, the banks should provide
enhanced, new and improved hi-tech security measures such as Internet scam protection,
hacking detector and anti-virus protections, etc. These upgrades can provide better discretion
to both existing and prospective Internet banking customers.
 The bank's service quality has increased as a result of electronic banking. The
majority of respondents agree with the statement, indicating that the efficiency
of online banking services has increased.
 The level of E-Banking customer satisfaction in Chennai city is strongly
linked to convenience as a predictor of E-Banking services.
 The satisfaction levels of E-Banking study. Resulted as customers is strongly
linked to security and protection.
78
5.4 Limitations of the Study
This study covers some members of friends and family in Chennai and was purely based on
available primary and secondary data. The sample size for the study was also limited to 115
respondents. Further studies could be conducted with bigger sample size, so that results could
be generalized.
79
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82
ANNEXURE
QUESTIONNAIRE
A STUDY ON CUSTOMER SATISFACTION AND SERVICE QUALITY
EXPECTATION THEIR EXPERIENCE IN E-BANKING
1. Name
2. Gender
Male, Female
3. Age
18-25, 26-35, 36-45, 45&above
4. Marital Status
Married, Unmarried
5. Educational qualifications
SSLC, HSC, under graduate, Post graduate
6. Occupation
Government Employee, Private Employee, Business, Daily wages, student
7. Type of family
Joint family, Nuclear family
8. How long are you using E-Banking services?
Less than 1 year, 1 to 3 years, 3 to 6 years, More than 6 years
9. What are the mobile banking services you use?

To get Account Balance updates, to transfer money, to pay utility bills, to buy
goods and services, All the above
10. How did you get to know about mobile banking?
Friends, Family, Bank itself, others
83
11 Please indicate your Service Quality and with E-banking Service Providers with the
items listed in the table by ticking (√), (VS - Very Satisfied=5; S – Satisfied=4; US –
Unsure=3; DA – Dissatisfied=2; VDA - Very dissatisfied=1)
VS S US DA VDA
S. No Statement
5 4 3 2 1
Whether using ATM and Credit Cards helps for better
1.
transaction
The E-banking services provided by the banks offer
2.
services as per customer’s needs
E-banking services supply sufficient control through
3 controlling procedures applied on input, output and
processes for the safety of the client
Whether E-banking services contribute to decreasing
4
the price of service
5 E-banking services offered great facilities?
12 Please indicate your Satisfaction Level with E-banking Service Providers with the items
listed in the table by ticking (√), (VS - Very Satisfied=5; S – Satisfied=4; US – Unsure=3;
DA – Dissatisfied=2; VDA - Very dissatisfied=1)
VS S US DA VDA
S. No Statement
5 4 3 2 1
1. Performance of E-banking services in Banks
2. Quality of service provided through E-banking
3. Accessibility towards E-banking website
4. Transfer of funds within the time period
5. Quick responses related to Query raised
13 Types of bank account

Current account, Savings account, Salary account, and Recurring
deposit account.
14 Salary
20,000-25,000, 25,000-30,000, 30,000-35,000, and Above 35,000.
84

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1.

Electronic banking is defined as “Delivery of bank’s services to a customer at his office

1.2 The Indian Banking Sector and Information Technology

In India E-Banking is a relatively new phenomenon in India. The conventional banking

1.4 TYPES OF E-BANKING SERVICES

1.4.2 Credit and debit cards

1.4.4 Electronic Data Interchange (EDI)

EDI is a technology that is restricted to business transactions. It is used to improve

1.4.5 Electronic Fund Transfer (EFT)

1.4.6 Point of Sale (POS)

1.5 PRESENT STATUS OF E-BANKING IN INDIA

 AePS transactions (Offers, BHIM Aadhaar Pay) in Q1 2021 recorded a substantial

1.6 Statement of the Problem

1.7 Need for the Study

1.9 Hypotheses of the Study

2. There is no significant association between the service quality expectation of the E-

3. There is no significant difference among the sources of awareness of E-banking users

1.10.1 Research design

1.10.2 Sampling method

1.10.4 Data Collection Instrument

1.10.5 Pre-test and Pilot study

1.10.6 Statistical Tools Used

1.10 Chapter Schemes

Chapter I: Introduction and Design of the Study

Chapter II: Review of Literature

Chapter IV: Analysis and Interpretation of Data

Chapter V: Summary of Findings, Suggestions and Conclusion

(Areeba Toor, 2016) 4 Had a survey on “The impact of e-banking on customer

(J.Venkatesh, 2007)5 in their study “ Role of E-Banking in Emerging Scenario” state

(Tan, 2008) 6 in their article “Spread of E-Banking in Malaysia-A Consumer

(Bhatia, 2009)7 in their study “E-Banking- Some Economic Implications” found an

(Srivastava, 2007) 8 Had a research in “Customer's perception on usage of internet

(Thabit Altobishi, 2018) 11 From the study of “E-Banking effects on customer

(Jane M. Kolodinsky, 2004)14 Has a research on “The adoption of electronic banking

(Khrais, 2013) 16 In his study in “THE EFFECTIVENESS OF E- BANKING

(Jamil Hammoud, 2018) 17 In his research on “The Impact of E-Banking Service

(Dr. S. Sangeetha, 2020) 18 Has analysis in “Customers Satisfaction Towards E-

(Rajput, 2015)20 Had the study in “Customer Perception On E-Baking Services”. It

(Choudhary, 2015)21 Had analysed in his research in “Internet Banking Challenges

(Kavitha.S, 2016) 22 From his research “EBanking in India- Boon or Bane?”.

(Raghavendra.B, 2016) 23 Had done a study on “Customer Satisfaction towards

Management Sciences And Technology.

(Dr. Geeta Sharma, 2014)25 “Management Invention Satisfaction In Indore District

In India E-Banking is a relatively new phenomenon in India. The conventional banking

3.3 Importance of e-banking

Better productivity – Electronic banking improves productivity. It allows the automation of

3.4 Functions of banks

1. Acceptance of deposits from the public

3.5 Types of banks

3.5.1 Central Bank

 Guiding other banks

 Implementing the monetary policies

 Supervisor of the financial system

They are organised in the 3 tier structure

 Funded by RBI, government, NABARD. Money is then distributed to the public

 Owned by the state government and top management is elected by members

 Tier 2 (District Level) – Central/District Cooperative Banks

3.5.3 Commercial Banks

 Organised under the Banking Companies Act, 1956

 They operate on a commercial basis and its main objective is profit.

 They tend to all sectors ranging from rural to urban

The commercial banks can be further divided into three categories:

 196 RRBs have been established from 1987 to 2005.

3.5.5 Local Area Banks (LAB)