Open AccessTHE MEASURMENT OF THE PERCEPTION OF CUSTOMERS TOWARDS INTERNET BANKING SERVICES IN RAMANATHAPURAM DISTRICT
Author(s) -
P. Sountharya,
G. Karunanithi
Publication year - 2019
Publication title -
global journal for research analysis
Language(s) - English
DOI - 10.36106/gjra/3907094
Subject(s) - business , the internet , marketing , retail banking , quality (philosophy) , customer satisfaction , perception , service quality , sample (material) , service (business) , psychology , philosophy , chemistry , epistemology , chromatography , neuroscience , world wide web , computer science
Customers are the most important assets of any business. The success and failure of any businessdepends upon how far they satisfy the expectation of their customers. The increase in volume ofcustomers automatically lead to deterioration in quality of customer services. Banks are an important social organizationrendering valuable nancial services to its customers. Realizing the importance of customer service in banks,recommendations are made by various committees to improve the services quality of banks. The nationalization of majorcommercial banks led to 'Mass banking' which in turn increased the volume of customers. In the present study primary andsecondary data have been used. In the study convenient random sampling technique has been adopted for selecting a sampleof 225 respondents who have used internet banking in Ramanathapuram district in selected banks through questionnaire. Thepresent study focuses on components used for measuring the satisfaction of the respondents towards internet banking, level ofsatisfaction towards banking products and services and problems faced by the respondents in internet banking It is clear fromthat responsiveness (Promptness with which employees willing to serve) is a factor which is considered for measuring theperception of the respondents towards internet banking followed by courteous service (Individual attention and make them feelas special).