Open AccessCustomer Perception towards Online Banking Service Quality – With Reference to Public Sector Banks
Author(s) -
Sanuja Shree P N,
S. Gurusamy
Publication year - 2020
Publication title -
international journal of recent technology and engineering
Language(s) - English
Resource type - Journals
ISSN - 2277-3878
DOI - 10.35940/ijrte.d1071.1284s419
Subject(s) - business , descriptive statistics , service quality , marketing , perception , exploratory research , quality (philosophy) , empirical research , service (business) , public sector , psychology , economics , sociology , statistics , philosophy , mathematics , economy , epistemology , neuroscience , anthropology
This research study was aimed to explore the customer perception towards online banking adoption in Chennai city. This research study was adopted empirical and exploratory research design and structured questionnaire was used to gather the primary information from the public sector bank customers. The data collected were analysed with the help of PSPP software and statistical tools such as, percentage analysis, descriptive statistics, and multiple regression analysis has been applied to draw meaningful solutions to the research problem. The empirical evidences reveal that youngsters have higher online banking service quality perception as compared to elderly peoples. Those who are earning more income and having good occupation have higher online banking service quality perception as compared to other income and occupation groups. Public sector bank customers those who are using online banking practices before demonetization have higher service quality perception in online banking as compared to users started using aftermath of demonetisation.