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Perception of Bank Customers on e-Banking Services - A Study with Special Reference to SBI Customers of Madras University Branch


Affiliations
1 Department of Commerce, University of Madras, Chepauk, Chennai - 600005, Tamil Nadu, India
2 Department of Commerce, Chairperson – School of Business and Management Studies, University of Madras, Chepauk, Chennai – 600005, Tamil Nadu, India
 

e-Banking is an electronic mode of transaction. It enables any individuals, customers, financial institutions to have any transactions through the financial institution’s website. e-Banking typically connect to or be a part of the core banking system and is in contrast to the branch banking which was the traditional way of accessing to its customers. The aim of the research paper is to study the awareness of e-banking among the customers and their perception towards e-banking with regard to usage and its benefits. The author has adopted multiple regression analysis to examine the perception of customer towards e-banking with regard to usage and its benefits. With the previous work of factor analysis Principal Component method done, the variables are grouped into five factors as Gratification, Confirmation, Security, Reliability and Information. Therefore, it is concluded that there is a sharper estimation on the influence of security factors and the information factors on the perception of customers towards e-banking with special reference to SBI, Madras University branch.

Keywords

Confirmation, Electronic Payment Transactions, Financial Institution, Gratification, Information, Reliability, Security.
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  • Perception of Bank Customers on e-Banking Services - A Study with Special Reference to SBI Customers of Madras University Branch

Abstract Views: 197  |  PDF Views: 73

Authors

K. Janaki
Department of Commerce, University of Madras, Chepauk, Chennai - 600005, Tamil Nadu, India
S. Gurusamy
Department of Commerce, Chairperson – School of Business and Management Studies, University of Madras, Chepauk, Chennai – 600005, Tamil Nadu, India

Abstract


e-Banking is an electronic mode of transaction. It enables any individuals, customers, financial institutions to have any transactions through the financial institution’s website. e-Banking typically connect to or be a part of the core banking system and is in contrast to the branch banking which was the traditional way of accessing to its customers. The aim of the research paper is to study the awareness of e-banking among the customers and their perception towards e-banking with regard to usage and its benefits. The author has adopted multiple regression analysis to examine the perception of customer towards e-banking with regard to usage and its benefits. With the previous work of factor analysis Principal Component method done, the variables are grouped into five factors as Gratification, Confirmation, Security, Reliability and Information. Therefore, it is concluded that there is a sharper estimation on the influence of security factors and the information factors on the perception of customers towards e-banking with special reference to SBI, Madras University branch.

Keywords


Confirmation, Electronic Payment Transactions, Financial Institution, Gratification, Information, Reliability, Security.

References