A Study on Customer Satisfaction Towards Online Banking Services

The research work has been conducted in order to examine the level of satisfaction towards internet banking services. The main reason behind this study is to analyze the purpose of using internet banking, reasons behind choosing internet banking and reasons behind not choosing online banking. The primary data has been collected with the help of questionnaire and the sample size is 100 respondents. Random sampling technique was used. The results indicate that the us of internet banking have high level of satisfaction. It also indicates that the main reason behind using internet banking is the amount of convenience users have while dealing with any banking transactions. Biggest fear that users have with online bank security.


INTRODUCTION
Internet banking is an electronic payment system that helps customers to conduct financial transactions on a website which is operated by the financial institution. Online banking is also referred to as internet banking, e-banking or virtual banking. This new channel has added a new dimension to the concept of customer satisfaction and how it can be affected in a positive way. All organizations exist and strive to become an integral part of the lives of their customers and therefore always strive harder to keep satisfying their customers through better channels of delivering their offerings. There are many factors which have an impact on customer satisfaction, one of the most important being service quality. Due to the varying nature of the products offered in manufacturing sector and in the services sector the definition and measurement of service quality, it was seen could not be the same for both. Especially, in the present era, with the emergence of internet as a major channel of The research work has been conducted in order to examine the level of satisfaction towards internet banking services. The main reason behind this study is to analyze the purpose of using internet banking, behind choosing internet banking and reasons behind not choosing online banking. The primary data has been collected with the help of questionnaire and the sample size is 100 respondents. Random sampling technique was used. The results indicate that the users of internet banking have high level of satisfaction. It also indicates that the main reason behind using internet banking is the amount of convenience users have while dealing with any banking transactions. Biggest fear that users have with online banking is the Online banking, Customer satisfaction, Internet banking is an electronic payment system that helps customers to conduct financial transactions on a website which is operated by the financial institution. Online banking is also referred to as internet banking, new channel has added a new dimension to the concept of customer satisfaction and how it can be affected in a positive way. All organizations exist and strive to become an integral part of the lives of their customers and keep satisfying their customers through better channels of delivering their offerings. There are many factors which have an impact on customer satisfaction, one of the most important being service quality. Due to the varying in manufacturing sector and in the services sector the definition and measurement of service quality, it was seen could not be the same for both. Especially, in the present era, with the emergence of internet as a major channel of service delivery, the need for a scale to measure the service quality in electronic media of services was felt strongly. Hence, service quality was taken up by the research scholars specifically in terms of the e services which lead to the development of various models that helped in measuring e the services sector.

LITERATURE REVIEW
"Bank customer satisfaction is regarded as banks fully meeting the customers expectation; it is also said to be a feeling or attitude formed by bank customer after service, which connects the various purchasing behaviour (Jamal and Naser, 2002)". "Oluoch, in 2012 examined the factors affecting the adoption of online banking by looked at the relationships between the perceived usefulness, perceived ease of use, and perceived risk toward the use of mobile banking technology and found out that customers were opened to use of mobile banking technology".
"Customer satisfaction has received wide attention as an important variable in business strategy in a very dynamic and competitive market (Lovelock and Wirtz, 2007). This study approaches c satisfaction in a process perspective because in online banking, customers" evaluation of quality happens during the delivery process."

OBJECTIVE OF THE STUDY
The objectives of the study are as follows A. To study the level of satisfaction among cus regarding online banking. B. To understand the reasons for using and not using online banking C. To understand the perception of the customers regarding online banking.

Satisfaction Towards Online Banking Services
New Delhi, India eed for a scale to measure the service quality in electronic media of services was felt strongly. Hence, service quality was taken up by the research scholars specifically in terms of the eservices which lead to the development of various ed in measuring e-service quality in "Bank customer satisfaction is regarded as banks fully meeting the customers expectation; it is also said to be a feeling or attitude formed by bank customer after service, which connects the various purchasing behaviour (Jamal and Naser, 2002)".
, in 2012 examined the factors affecting the adoption of online banking by customers where she looked at the relationships between the perceived usefulness, perceived ease of use, and perceived risk toward the use of mobile banking technology and that customers were opened to use of "Customer satisfaction has received wide attention as an important variable in business strategy in a very dynamic and competitive market (Lovelock and Wirtz, 2007). This study approaches customer satisfaction in a process perspective because in online " evaluation of quality happens

OBJECTIVE OF THE STUDY
The objectives of the study are as follows-To study the level of satisfaction among customer To understand the reasons for using and not using To understand the perception of the customers The research carried out in this on primary data through questionnaire , a sample size of 100 individuals is selected from the target population.

DATA ANALYSIS
Based on the objective, a well structured questionnaire was formed and the following represents all the related data and their interpretation in a detailed form. This question tells us the number of respondents who are using online banking. From the above pie chart it is clear that 96% of respondents are using online banking service while 4% of the respondents are not using any

Once in a month
The main objective behind this question was to know how frequently respondents use online banking. In the pie chart, it is clear that about 31% of the respondents use online banking once in a week, 30% use 2 a week, 23% use daily and remaining 16% use once in a month.

2.
What do you think could be the reasons for using online banking services? (You can tick more than one option) This question is concerned with the reasons for using online banking services. This question highlights the advantages of using online banking. From the above pie chart, it is clear that the biggest reason in favor of online banking is convenience, followe advantage of 24 hours service, i.e. it can assess anytime throughout a day. The least preferably reason for using online banking is low service charges, which is followed by easy navigation.  Once in a month 16 16% The main objective behind this question was to know how frequently respondents use online banking. In the pie chart, it is clear that about 31% of the respondents use online banking once in a week, 30% use 2 16% use once in a month.
What do you think could be the reasons for using online banking services? (You can tick more than one This question is concerned with the reasons for using online banking services. This question highlights the advantages of using online banking. From the above pie chart, it is clear that the biggest reason in favor of online banking is convenience, followed by easy to use and less time consuming. Online banking has an advantage of 24 hours service, i.e. it can assess anytime throughout a day. The least preferably reason for using online banking is low service charges, which is followed by easy navigation. This question is concerned with the reasons for using online banking services. This question highlights the advantages of using online banking. From the above pie chart, it is clear that the biggest reason in favor of d by easy to use and less time consuming. Online banking has an advantage of 24 hours service, i.e. it can assess anytime throughout a day. The least preferably reason for using 96.30% 100.00% 120.00%

Reasons for using online banking services
International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456 @ IJTSRD | Available Online @ www.ijtsrd.com 3. What do you think, could be the reasons for not using online banking services? (You can tick more than one option) This question gives the reasons for not using online banking services. From the above pie chart it is clear that the biggest disadvantage of using online banking service is that the people are concerned about the security. Since the number of frauds which takes place online is increasing drastically with time, people do not feel very secure with the online transactions they make. The second understand and use online banking.  What do you think, could be the reasons for not using online banking services? (You can tick more than one This question gives the reasons for not using online banking services. From the above pie chart it is clear that of using online banking service is that the people are concerned about the security. Since the number of frauds which takes place online is increasing drastically with time, people do not feel very secure with the online transactions they make. The second reason is that the people find it very complicated to What do you think, could be the reasons for not using online banking services? (You can tick more than one This question gives the reasons for not using online banking services. From the above pie chart it is clear that of using online banking service is that the people are concerned about the security. Since the number of frauds which takes place online is increasing drastically with time, people do not feel very reason is that the people find it very complicated to This question has been asked in order to understand the amount of confidence people have in online banking services. In the pie chart, it is shown that the people have high degree of confidence in online banking services. little degree of confidence in online banking services. The main objective behind asking this question is to know whether "Manual Banking is more convenient than Online Banking". From the above pie chart, it is clear that 50% of respondents disagree with this statement.
6. Are service charges for Online Banking Are service charges for Online Banking fair?

Yes No
From the above pie chart, it is shown that 64% of the respondents find that the charges they pay for getting online services are fair and just. However, remaining 36% of respondents find the charges for online banking are not fair.  Strongly Agree 0 0% The main objective behind asking this question is to know whether "Manual Banking is more convenient than Online Banking". From the above pie chart, it is clear that 50% of respondents disagree with this statement. The main objective behind asking this question is to know whether "Manual Banking is more convenient than Online Banking". From the above pie chart, it is clear that 50% of respondents disagree with this statement.

36%
From the above pie chart, it is shown that 64% of the respondents find that the charges they pay for getting However, remaining 36% of respondents find the charges for online banking This question provides us with the different types of services that are mostly used in online banking. As surveyed, the most common services people use in online banking is funds transfer, followed by balance and transaction history search and spending mon activate debit cards or ATM.

Degree of satisfaction from the service via internet comparatively to service via banks Degree of Satisfaction
Little Some Not at all High Very High This question deals with the degree of satisfaction, people tend to have while using services online. It is seen from the above pie chart that 70% of the respondents have high degree of satisfaction, followed by 18% of respondents have little degree of satisfaction while using online services. This question provides us with the different types of services that are mostly used in online banking. As surveyed, the most common services people use in online banking is funds transfer, followed by balance and transaction history search and spending money on online shopping. Lest preferably service that people use is Degree of satisfaction from the service via internet comparatively to service via banks This question provides us with the different types of services that are mostly used in online banking. As surveyed, the most common services people use in online banking is funds transfer, followed by balance and ey on online shopping. Lest preferably service that people use is Degree of satisfaction from the service via internet comparatively to service via banks This question deals with the degree of satisfaction, people tend to have while using services online. It is seen from the above pie chart that 70% of the respondents have high degree of satisfaction, followed by 18% of Do you think that human contact is important for banking relation?

Findings-
The following are the findings- From the above data it is clear that 96% of the respondents use online banking services and 31% of them use once in a week, followed by 30% use in 2-3 times a day.  It is clear that the biggest reason in favor of online banking is convenience, followed by and less time consuming.  It is clear that the biggest disadvantage of using online banking service is that the people are concerned about the security.  It is observed that 64% of respondents have high degree of confidence on online banking.  As surveyed, the most common services people use in online banking is funds transfer, followed by balance and transaction history search and spending money on online shopping.  50% of respondents disagree that manual banking is more convenient than online banking.  It is surveyed that 46% of respondents think human contact is not important for banking services.  From the above collected data, it is clear that 54% of respondents agree that their transactions are safe with the banks and 46% of respondents feel that the services provided on the banks websites are quick.

Conclusion
The research aims to find out the satisfaction level customers have as far as the online banking is concerned. The study brought out various factors that make internet banking attractive. Maximum number of respondents agrees that the internet banking is very 0% 4% 29% 50% 17% From the above data it is clear that 96% of the respondents use online banking services and 31% of them use once in a week, followed by 30% use

No of respondents
It is clear that the biggest reason in favor of online banking is convenience, followed by easy to use It is clear that the biggest disadvantage of using online banking service is that the people are It is observed that 64% of respondents have high degree of confidence on online banking. surveyed, the most common services people use in online banking is funds transfer, followed by balance and transaction history search and spending money on online shopping. 50% of respondents disagree that manual banking nking. It is surveyed that 46% of respondents think human contact is not important for banking From the above collected data, it is clear that 54% of respondents agree that their transactions are safe with the banks and 46% of respondents feel hat the services provided on the banks websites The research aims to find out the satisfaction level customers have as far as the online banking is concerned. The study brought out various factors that e. Maximum number of respondents agrees that the internet banking is very effective. They get the quick response for their queries. It helps to maintain the privacy also. The study shows that there is a direct relationship between the internet quality services and the level of satisfaction. As the time would progress, there can be chances that internet banking becomes more efficient and effective way of banking. Page: 1093 effective. They get the quick response for their queries. It helps to maintain the privacy also. The study shows that there is a direct relationship between services and the level of satisfaction. As the time would progress, there can be chances that internet banking becomes more efficient