CUSTOMER PERCEPTION TOWARDS INTERNET BANKING SERVICES

Abstract

The aim of the " study is to analyze how Indian customers between the ages of 20 and 35 perceive Internet Banking. With the banking sector moving towards 'Banking from Anywhere', it is important to analyze customers perception and degree of satisfaction along with their behavior in order to improve service delivery and the overall experience. This observation employs a descriptive study design that incorporates both qualitative and quantitative data as gathered through structured surveys. Five hundred respondents across multiple occupations, including students, working professionals, freelancers and marketers, were surveyed. Some of the important variables included: working convenience and frequency, security, trust and satisfaction in digital systems. Respondents of all goals demographics were frequent users of net banking, especially via mobile applications, with some using it every day. Net banking users have advertised their systems as user-friendly. Although 65% of users found the systems user-friendly, 15% of users found the systems user- unfriendly. Users had a lot of faith in the systems, but some were worried about the systems allowing fraud and phishing. satisfaction tiers are promising however are impacted by means of technical troubles and subpar customer support. Statistical equipment, including chi-rectangular and ANOVA exams, display vast relationships between education level and consider in net banking, even as age did no longer significantly have an effect on satisfaction stages. The have a look at identifies key areas for improvement along with more suitable person interface design.