An Empirical Analysis of the Awareness and Satisfaction Level of Internet Banking Users with Respect to Demographic Profile

This study is an attempt to explore the sources of awareness regarding Internet banking and usage of Internet banking services. The study also assesses the satisfaction level of the respondents on the basis of their demographic profile across the public and private sector banks. The data was collected from 120 respondents belonging to State Bank of India (SBI), Punjab National Bank (PNB) and Canara Bank among the public sector banks, and Industrial Credit and Investment Corporation of India (ICICI) Bank, Housing Development Finance Corporation (HDFC) Bank and Axis Bank among the private sector banks in the state of Punjab. The survey was conducted from February to April 2011. The study reveals that age has a statistically significant effect on the choice of a particular bank. Income also has a significant influence on the number of banks used. As regards gender and customers' preference of bank, it was found that there is a significant influence of gender on the preference of bank. An analysis also demonstrates that statistically there is no significant relation between age and number of banks used, gender and number of banks used and income and customers preference of banks