Abstract
In the banking industry, advancements in information technology have significantly impacted the development of more flexible payment methods and user-friendly banking services. Online banking, also known as internet banking, allows customers to access their bank accounts and perform various banking transactions using internet. Its increasing popularity is due to the convenience and flexibility it offers. Online banking represents a modern evolution in banking services, using the internet as the primary channel for conducting activities such as transferring funds, paying bills, managing mortgages, and purchasing financial products like certificates of deposit. This development reflects the exploration of internet applications across different commercial domains. Although it is challenging to determine whether these advancements primarily serve the interests of bankers or consumers, they ultimately enhance banking efficiency and offer greater convenience for customers. Customer satisfaction is a crucial element for banks to maintain a competitive edge. This research aims to identify and analyze the factors that influence customer satisfaction with online banking services. The study focuses on four key factors: service quality, web design, security and privacy, and convenience. A questionnaire survey conducted with 100 working adults provided valuable insights into these factors and their impact on customers' decisions to use online Banking services at SBI. The study points that SBI customers are concerned about security issues, recommends that Prioritizing transaction delays and support responsiveness will have the greatest impact on improving user satisfaction. Additionally, addressing usability challenges and ensuring secure, seamless transactions are essential for sustained success. By focusing on these key areas, SBI can enhance the overall quality of its online banking services and better align with customer expectations.
Customer Satisfaction
References
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Author information
Bibin Vasu
Research Scholar, P.G & Research Department of Commerce, P.M.G.C Chalakudy, University of Calicut.
Dr. N.A. Jojomon
Research Supervisor, P.G & Research Department of Commerce, P.M.G.C Chalakudy, University of Calicut.