• Dr. Vinod Kumar

In recent years, the banking industry around the world has been undergoing a rapid transformation. Today, customers expect highest quality services from banks which, if fulfilled, could result in significantly improved customer satisfaction levels. This empirical research study mainly focuses on investigating the major factors that influence online customers’ satisfaction. This study also helps in assessing the power of these factors in the context of Online (Internet) banking and would, therefore, help the bank management not only in improving the level of satisfaction but also strengthening the bond between the banks and their customers, thereby helping them to retain and/or expand their overall customer base. The study was cross-sectional survey that employed the self-administered questionnaire to collect primary data. Data sampling was done from population by accidental random sampling techniques. Though the customer perception of the services on the five dimensions namely reliability, responsiveness, efficiency, security and convenience were taken under the study. Various indicators are measured on a 5 point Likert scale. Also data upon various other satisfaction aspects such as account information and enquiry, e-payment, account to account transfer, due instalment enquiry and statement request was collected.

Keywords: Online Banking, Internet banking, Customers’ satisfaction

"Empirical study on customer satisfaction on online banking in India", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 5, page no.672-680, May-2019, Available :http://www.jetir.org/papers/JETIR1905K92.pdf

"Empirical study on customer satisfaction on online banking in India", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 5, page no. pp672-680, May-2019, Available at : http://www.jetir.org/papers/JETIR1905K92.pdf