Customers’ Perception of E-Banking : Factor Analysis

Nowadays banks are working hard to attract customers and retain their market share by providing them with various innovative services through e-banking. The banks are combining new electronic delivery channels almost everyday to their existing services. Bank services are now just at the distance of one click from the mouse. Though e-banking is getting popular and spreading very fast, in India most people do not know it and people who know about it are reluctant to use it due to misconceptions like password hacking, privacy, security etc. The present study investigates the level of awareness among the customers on the use of e-banking and their expectations from e-banking. From the findings of the study, it was inferred that the customers are satisfied with the quality of e-banking services. But they face technical as well as administrative and procedural problems. Further to promote e-banking services, it is of importance that the banks must ensure quality in customer service. ‘Quality in work' and ‘satisfaction of the customers' are the two key words, which must be given sternest attention to promote a product