Customer SATISFACTION towards Digital Banking Services offered by Public Sector Banks with special reference to THOOTHUKUDI District

Abstract

Development and smooth functioning of economy in any country, “Banking Sector” is conscientious to play the foremost and significant role. Invention and improvisation on digital gadgets along with technological advancements enhanced the banking sectors to adapt the latest technology and develop their own web applications and eventfully thrive to offer stat-of-the-art services to their customer. This has enabled customers to highly depend upon digital banking services for each and every banking requirement and transaction. This study is aiming at conducting a comprehensive study on “digital banking services of public sector banks in Tuticorin district, Tamil Nadu”. Main focus of the study is to explore the awareness level of digital banking services among customers, and identify the performance and satisfaction levels on digital banking services offered by public sector banks. The study also tries to identifying the problem faced through digital banking. The study also provides suggestions to improvise better customer satisfaction. Primary data for this study was collected through a structured questionnaire. Using convenience sampling method, final (n=230) dully completed responses were included for analysis. Chi Square Test and ANOVA Test were applied to explore the significance in relationship among the performance, satisfaction and perception with reference to digital banking services and with the demographic variables.

Key Words: Digital Banking Services, Nationalized Banks, Customer Satisfaction