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Customer Perception & Awareness about Internet Banking Services in Patiala City


Jyoti Verma , Research Scholar, Punjabi University, Patiala; Dr. Narinder Kaur, Professor, Government Bikram College of Commerce


Internet Banking, Services, Customer Perception


The aim of this study is to investigate the customer perception towards the internet banking services and to identify the main factors affecting the usage of internet banking in Patiala city. For that purpose, Questionnaire has been prepared and survey had been conducted. The study is based upon primary data. The finding of the study indicated that factors of cost, ease of use, availability and accessibility were statistically significant and have positive effects on customer's satisfaction. Respondents finds it risky to share their personal data at websites as they think there is chance of data getting hacked with the increasing cybercrime in the country. The study also shows the major impact of digitalisation in India as the number of users of internet banking has increased more comparatively in the last one year. The study concluded that the most of the bank customers are aware about all the banking services and are satisfied with their banks in Patiala city. The banks further have to take necessary steps to educate the customers regarding the new technology and other services offered by the banks.

Other Details

Paper ID: IJSRDV6I40899
Published in: Volume : 6, Issue : 4
Publication Date: 01/07/2018
Page(s): 1230-1236

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