Current Practices of E-Banking Technology: Study of Service Quality in Tricity (Chandigarh, Mohali and Panchkula)

Abstract

Transformation is taking in Indian banks from altering the face of banking. The research paper focuses on the way transformation is affecting the banking sector and investigates the factors which are affecting the e-banking services among the customers in India. Primary data was collected from 500 respondents through a structured questionnaire. The main objectives of the study are to identify the perception of customers for e-banking technology service quality and to examine e-banking technical service quality with regards to demographic variables. The scope of the present study has been kept limited to public and private sector Indian banks operating in Chandigarh, Mohali and Punchkula. Primary sources of data were a structured questionnaire designed for the purpose of getting customer responses regarding e-banking. Analysis of Variance has been used to find out whether there is any significant difference between the customers’ perceptions with regards to demographics like Gender, Age, education, Occupation and Household Income. It was found that there is no significant difference and the hypothesis stood accepted.

Keywords: E-Banking, Service Quality, Customers

View PDF