• P. BESMI
• Dr. P. KANAGARAJU

The research tries to identify the influence of service quality and web design & content on customer satisfaction towards internet banking. Sample size was 200 in all obtained through convenience sampling technique in Perambalur district. Researcher designed questionnaire is with 5 point scale in the continuum of agreeing. Reliability of this tool is 0.82 and 0.88. Path analysis was used for data analysis. The analysis found that there is influence of web design and content and service quality on customer satisfaction among bank customers. It is also found that there is influence of web design and content and customer satisfaction on customer loyalty among bank customers in Perambalur district. It is recommended that the managers should device strategies in the most effective and efficient manner to avoid customer switchover, profit reductions and other losses. Hence, it is concluded that the Internet banking providers play an important role to protect the consumers’ privacy. The onus lies on the service providers to ensure that the platform for the Internet banking is secured.

Customer Satisfaction, Customer Loyalty, Web Design & Content, Service Quality and Bank Customers.

"INFLUENCE OF SERVICE QUALITY AND WEB DESIGN & CONTENT ON CUSTOMER SATISFACTION TOWARDS INTERNET BANKING", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 3, page no.218-222, March-2019, Available :http://www.jetir.org/papers/JETIR1903I35.pdf

"INFLUENCE OF SERVICE QUALITY AND WEB DESIGN & CONTENT ON CUSTOMER SATISFACTION TOWARDS INTERNET BANKING", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 3, page no. pp218-222, March-2019, Available at : http://www.jetir.org/papers/JETIR1903I35.pdf