ANALYZING THE RELATIONSHIP BETWEEN INTERNET BANKING USABILITY AND CUSTOMER SATISFACTION AMONG QUADRAGENARIAN AND QUINQUAGENARIAN

Abstract

This study investigates the relationship between internet banking usability and customer satisfaction specifically among quadragenarians (individuals aged 40-49) and quinquagenarians (individuals aged 50-59). With the growing adoption of internet banking in India, understanding the user experience of these demographics is crucial for banks to enhance customer satisfaction, loyalty, and retention. The research explores various factors influencing customer satisfaction, including: Ease of Use: How user-friendly and intuitive the internet banking platform is. Efficiency: How quickly and effectively users can perform transactions and access services. Security: The measures implemented to safeguard user information and financial transactions. Challenges and Issues: The difficulties or problems users encounter while using internet banking. The study will employ a combination of quantitative and qualitative methods for data collection. Quantitative data will be gathered through surveys to assess user perceptions and experiences. Qualitative data will be collected through interviews and focus groups to gain deeper insights into user needs and preferences. The research findings will contribute to a better understanding of how quadragenarians and quinquagenarians perceive and interact with internet banking. The results will also provide valuable insights for banks to improve their internet banking platforms By enhancing internet banking usability and addressing the specific needs of quadragenarians and quinquagenarians, banks can ensure a more positive and satisfying customer experience, ultimately leading to increased customer satisfaction, loyalty, and retention.