A study of customer satisfaction regarding e-banking services provided by banks with reference to Bank of Maharashtra

  • Gauri Prabhu Associate Professor, AISSMS Institute of Management, Pune 411001 M : 09823230898
Keywords: E-banking, perception, satisfaction, awareness and security


Advancements in technology have raised the standards of living of the people. Innovations have altered the way services can be offered and have given new dimensions to the society. This is true to the banking industry also and it has been in the form of online banking, which is now replacing the traditional banking practice. Online banking refers to banking over the internet without having to visit the bank personally. This research paper studies customer satisfaction regarding e-banking services provided by banks with reference to Bank of Maharashtra. A survey was conducted to study and analyze the perception of bank customers and their satisfaction level of e- banking facilities through structured questionnaire. The findings of the study indicate that around 70% of them use e-banking services. Lack of awareness and security reasons are the main deterrents for not using e-banking services.


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