A comparative Study of Customers perception towards e banking in Punjab

Abstract

newline Today, Indian banks are working under intense competition from new generation banks and foreign banks. It is due to advancement of information technology which makes the dramatic changes in the banking industry. By this, customers are becoming very demanding and it is the extensive use of technology that enables banks to satisfy adequately the requirement of customers by adding a degree of variation in the services provided by the banks with the emergence of E-banking services. So, it becomes necessary to study the nature, growth and extent of E-banking services and their impact on the operational performance and service quality. Despite the increasing importance of e-banking services, the research pertaining to e-banking in Indian context has been limited. Most of the research work was conducted on national and an international basis but perception of Punjab customers has not been studied much. In this reference the present study attempted to analyze the perception of customers towards e-banking in Punjab. It is a modest attempt to see the changes taking place after e-banking and to know about customers perception regarding e-banking. The present study examined customer s perception towards E-banking in Punjab. Taking into consideration time and cost constraint, the sample size for the present study is 600 customers. Six districts are selected from the three regions of Punjab Malwa, Majha and Doaba (Ludhiana and Patiala, Gurdaspur and Amritsar and Hoshiarpur and Jalandhar respectively) on the basis of population census as per 2011 (ppplanning.com). 25 customers are interviewed from each bank (SBI, PNB, ICICI and HDFC) selected for study in each district which are selected on the basis of their total income as per Indian Banking at Glance 2015(www.iba.org.in). Data frame for the study is 2012-13 to 2016-17. The study is based on pooled data. It is related to primary and secondary data which is collected with the help of well drafted and pre-tested questionnaire. Stratified random sampling technique was used to select clients of the respective banks and this made the selected sample more representative of the universe. The study is based on tabular technique of analysis. The study concluded that changes in banking sector through e-banking assure achievement of twin objectives that stability and growth. The use of all E-banking service including NEFT, Mobile banking, ATMs, POS, Debit Card, Credit Card and RTGS is increasing day by day because information technology in banking sector has put its everlasting impact on Indian banking. E-banking in India has made banking services more accurate, precise and comprehensive. It has been found that maximum customers prefer use E-banking because of convenient nature followed by 24*7 days service, safety and reliability and instant alert massage. Some people do not use E-banking services because they have no knowledge about technology and its use followed by time issues, hacking problem, frequent disruption of site and operating cost. After the comparison of selected Public and Private Banks it is found that Private Banks, in particularly HDFC customers feel more satisfied from their respective bank services as compare to Public bank customers. However, maximum Private Banks respondents do not use E-banking services because they have less trust on internet, no responsibility and accountability of banker, frequent disruption of site. E-banking has bought sea-change in Indian banking industry but still much has to be done to ensure level playing field and compete with foreign players