A STUDY OF CUSTOMER PERCEPTION ABOUT E−BANKING SERVICES IN TIRUNELVELI DISTRICT,TAMIL NADU
Research Scholar, e−Mail: firstname.lastname@example.org. Associate Professor, Dept. of Economics, Sarah Tucker College, Tirunelveli, email: email@example.com, *** Assistant Professor of Economics, Research Centre, Aditanar College,
Tiruchendur., email: firstname.lastname@example.org INTRODUCTION
Electronic banking (E−banking) is defined as the automated delivery of new and traditional banking products and services directly to customers through electronic, interactive communication channels. E−banking includes the systems that enable financial institutions customers, individuals or businesses, to access accounts, transact business, or obtain information on financial products and services through a public or private network, including the Internet. Customers access e−banking services using an intelligent electronic device, such as a personal computer (PC), personal digital assistant ( PDA), automated teller machine ( ATM), kiosk, or Touch Tone telephone. R.K.Uppal (2011) The banks in India
Today the financial services, particularly the banking sector plays a critical role in the economy both in the provision of employment and also in foreign currency inflow to the economy. The younger the generation the more they are used to the new technological advancements as compared to the older generation, thereby they are more likely to adopt Internet banking. The higher the education level achieved, the greater the probability of the customer adopting Internet banking; The higher the income ladder, that is the more affluent people are more likely to possess a personal computer, thus more is the tendency to use Internet banking. Growth of the Internet, consumer comfort with technology, and demographics (younger persons in higher income groups), combined with low−cost PC and Internet banking solutions, have made expansion inevitable. Banks have transformed themselves and are offering services through internet. As from computerization to networking to ATMs and now E−Banking, banks have moved up the value chain. Based on an extensive review of literature, the paper uses empirical research to analyse service quality of internet banking services provided by banks in Tirunelveli District and level of customer satisfaction in e−banking. This research is useful for banks in order to improve electronic service quality in banking environment.