A STUDY ON CUSTOMER SATISFACTION TOWARDS INTERNET BANKING SERVICES OF FEDERAL BANK
The internet brings huge opportunities for banking institutions, providing on-line services is becoming strategic necessity for most of the banks which makes the Internet utilization an important and strategic distribution channel for providing banking services. There has been a considerable growth in the segment of consumers preferring Internet banking due to the increase in computer literacy, the availability of computers and the reduction in the costs of PCs and Internet access. This fact will change the optimal distribution structure for most banks and financial institutes. Internet Banking is a term used to describe banking transactions that are performed via a secured Internet application. Internet Banking transactions include such things as paying bills, transferring funds, viewing account statements and paying down loans. Although internet Banking has been popular among young Internet-savvy people for many years, its popularity is expected to grow rapidly as Internet usage grows internationally and people discover the many advantages that it provides. The present study has been conducted to analyze the internet banking services of Federal bank in general and evaluate the perception and satisfaction of customers towards internet banking in specific. For the purpose of discussion a total of 150 sample customers of Federal Bank, Malappuram has been selected. Data have been collected mainly from primary source with the help of a structured questionnaire. The analysis of the data has been done by employing suitable mathematical and statistical tools like the mean, standard deviation, ANOVA and F test.
Internet Banking, Internet Banking Services, customer perception, customer satisfaction.