• Anosh Paul
• Dr. T G Saji

“Banking company as any company which transacts the business of banking in India’. - Sec. 5(1) (c) of the Banking Regulation Act 1949. The term ‘banking’ has been defined by the same Act as “accepting for the purpose of lending or investment, of deposits of money from the public, repayable on demand or otherwise and withdrawable by cheque, draft, order or otherwise”. [sec. 5(1) (b)]. These definitions says that every bank is undertaking their business with others’ money. So it is mandatory to take care of that amount. If the banker is not managing this amount properly customers get dissatisfied naturally and they raise their complaints. But the level of complaints might be different from bank to bank. These complaints will also be different for floor banking and net banking services such as ATM, debit and credit card, CDM, mobile banking, EFT, telebanking, etc. This study is focused on bank customer complaints on net banking and floor banking services with special reference to Ernakulam Dist., Kerala. The main objective of this study is to compare the complaints on net banking and floor banking. 50 samples were taken, data collected through questionnaire and Chi-Square Test along with Percentage Analysis are used to analyse the data. It will also help the banker to understand the area where the customer got dissatisfied and can take remedial measures.

Banking, net banking and floor banking

"A Comparative Study on Bank Customer Complaints With Respect to Floor Banking & Net Banking", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 12, page no.316-326, December-2018, Available :http://www.jetir.org/papers/JETIR1812039.pdf

"A Comparative Study on Bank Customer Complaints With Respect to Floor Banking & Net Banking", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 12, page no. pp316-326, December-2018, Available at : http://www.jetir.org/papers/JETIR1812039.pdf