E-banking servicesare technical services exchange of information and financial transactions frombank to bank electronic methods converted the high quality of servicespotential wealth of customer. Present day customers are used e-banking paymentsonline bill preparation methods to simplify the workload to increasing customerrequirements connectivity of networks through effective quality management ofe-banking services.
Reserve Bank of India considers the implementation of newschemes adoption all over the world linkage of electronic banking servicescreativity of services to regular customer. Banking institutions extent thenetworks check and verify transaction and investigation of customer enquiry tosolve the problems in internet banking. E-banking isthe progress of faster solution promote service quality dimensions of everymoments transfer of financial and non financial methods of served among thebanking and customer relationship management day to day increasing e-bankingservices in financial institutions. E-bankingservices are highly effective growth of customer satisfied services everyaspects of not only for the financial and also inclusive growth of e-bankingmanagement. Information technology is fundamental strongest development ofinternet banking through cash transactions every day change new softwareadoption technically reduce the burden on workload and improve services insuccessfully. Reviewof Literature Amruth Raj and Nippatlapalli(2013) noted that Customer satisfaction, a termfrequently used in marketing, is a measure of how products and servicessupplied b a company meet or surpass customer expectation. Customersatisfaction is defined as “the number of customers, or percentage of totalcustomers whose reported experience with a firm, its products, or its servicesexceeds specified satisfaction goals.
This was one of the three presidencybanks, the other two being the bank of Bombay and the bank of madras, all threeof which were established under charters from the British east India Company.For many years the pr4esidency banks acted as quasi-central banks as did theirsuccessFozia (2013) pointedthat this paper is to determine thecustomer’s perception toward the e-banking services. A total of number ofcustomer taken for the study is 196. Analysis of variance technique is employedto study the significant relationship between the occupation and customerperception of e-banking services and significant relationship between the ageand customer perception of e-banking services. The result of the study clearlyshows that different age group of customer and different occupation group ofcustomers have different perception toward the e-banking services. The resultsalso propose that demographic understanding about the customer’s perception regardingthe e-banking services o f public and private banks it will help to the bankerto understand the customers need in better way.Jayalakshmi, Gopalkrishnan (2013)concluded that modern day banking calls for delivering quality service and itis considered an effective strategy for success and survival in the competitiveenvironment.
The service quality agenda has now shifted and reconfigured toinclude other issues like technology implementation for delivering superiorservices. We are analyzing how India’s largest bank SBI has managed totransform itself. The various technological innovations at SBI are criticalsuccess factors. This case study of transformation of banking technology is anexample to other banks operating in the Indian banking industry.
The need forcustomer satisfaction and its implications on customer retention is highlydiscussed today as the cost of retaining a customer is five times lesser thanacquiring a new one. The technology built by Tata consultancy services for SBIis world class and has led to its significant development in the customerdatabase. Objectivesof the Study1. Toknow progress of e-banking services among customers in Kallakurichi Taluk,Villupuram District.2. Toanalyze the information technology under risk factors of banking service inKallakurichi Taluk, Villupuram District.3.
Topromotion of information technology through internet banking services in common.4. Tooffer findings and suggestions to improve the information technology in bankingsector.MethodologyThe present studyis descriptive in nature using both primary data and secondary data. Primarydata were collected through interview schedule from the respondents in thestudy area. The secondary data were collected from various journals, magazine,newspaper related website and records of etc. The collected primary data wereanalyzed by using appropriate statistics tools like simple percentage.SamplingTechniquesThe study is basedsimple random sampling technique.
The researcher has collected the primary datathrough survey fact investigation accounting holder respondents in the studyareas. Kallakurichi divided into three banks as Public, Private andCo-operative bank. Each bank 50 respondents were selected on the basis ofconveniences sampling techniques. In this regard Pallavan Grama bank 25respondents collected primary data from customer.
Hence, the total sample sizeis restricted to 175 respondents for the study.Scopeand Period of the StudyThe present studyundertaken is present study undertaken is performance analysis of CustomerSatisfaction of Information Technology through Banking Institution inKallakurichi Taluk, Villupuram District. This study mainly covers informationtechnology with regard to improve growth of customer service in the study areaand does not cover non-banking financial companies. The period of the study incollection to secondary data during the years from one year and primary datawere collected during the months from May 2017 to July 2017. It is found that12 percent of the respondents are connected of internet through mobile phone, 4percent of the respondents are usage of email, 37 percent of the respondentsare ATM card, 9 percent of the respondents are credit card, 10 percent of therespondents are electronic fund transfer, and 29 percent of the respondents areonline banking service.Table-1 Progress of E-Banking Services Process Respondents Percent (Purpose E-Banking) Connected of Internet through mobile phone 21 12 Usage of email 7 4 ATM card 4 37 Credit card 16 9 Electronic fund transfer 17 10 Online Banking Service 50 29 Total 175 100 (Frequently Services) Nearest Banking 63 36 ATMs 78 45 Internet Bank 10 6 Tele Phone Banking 24 13 Total 175 100 Hindrance of Services ATMs 28 16 Internet banking problem 91 52 Lacking of Tele banking 21 12 Impact on mobile banking 35 20 Total 175 100 Impact on Services ATM card locked 14 8 Machine out of cash 98 56 Non-printing of statement 28 16 Long time waiting in queues 14 8 Automatically reduction without cash problems 7 4 Technical communication 14 8 Total 175 100 Sources: PrimaryData 2017It is reveals that36 percent of the respondents are using nearest banking branch, 45 percent ofthe respondents are using ATM, 6 percent of the respondents are using internetbank, and remaining 13 percent of the respondents are using Tele phone banking16 percent of the respondents are ATM problems in Information Technology, 52percent of the respondents are Internet banking problem in informationtechnology, 12 percent of the respondents are lacking of Tele banking ininformation technology, 20 percent of the respondents are impact on mobilebanking in information technology. It is found that 8 percent of therespondents are ATM card locked in machine, 56 percent of the respondents aremachine out of cash, 16 percent of the respondents are non-printing ofstatement, 8 percent of the respondents are long time waiting in queues, 4percent automatically reduction without cash problems, 8 percent of therespondents are technical communication.
Table-2 Problems of E-Banking Services Problems Respondents Percent Internet Banking Not providing necessary information 14 8 Not giving fast response 21 12 Not being able to security requirement 49 28 Waiting for long time for connection of transaction 70 40 Many steps in processing of financial transaction 4 4 Unfinished processing of network 8 8 Total 175 100 Mobile Banking Lacking sign of are not easy 45 26 Lack of security in transaction 38 22 Lack of appropriate software 27 15 Lack of clear guidelines 18 10 Lacking of quality service 15 9 Options of immediate through network 12 7 Total 175 100 (Tangibility of Services) Location of the bank 70 40 Sufficient number of ATM 25 14 Cash counting machine 30 17 Banker update innovation technology 35 20 Easy way employee approach 15 9 Total 175 100 Reliability Information Technology searching on website 86 49 Update of New Version 28 16 Process of Cash Transaction 25 14 Multi ranges of product and customer service 36 21 Total 175 100 Sources:Primary Data 2017It is analyzedthat 8 percent of the respondents are not providing necessary information fromInternet banking , 12 percent of the respondents are not giving fast responsefrom Internet banking, 28 percent of the respondents are not being able tosecurity requirement from Internet banking, 40 percent of the respondents arewaiting for long time for connection of transaction from Internet banking, 4percent of the respondents are many steps in processing of financialtransaction from Internet banking, 8 percent of the respondents are unfinishedprocessing of network from Internet banking.It is found that 26 percent of the respondents arelacking sign of are not easy, 22 percent of the respondents are lack ofsecurity in transaction, 15 percent of the respondents are lack of appropriatesoftware, 10 percent of the respondents are lack of clear guild lines, 9percent of the respondents are lacking of quality service, 7 percent of therespondents are options of immediate through network. It is analyzed that 40percent of the respondents are tangibility of location of the bank, 14 percentof the respondents are tangibility of sufficient number of ATM, 17 percent ofthe respondents are tangibility of cash counting machine, 20 percent of therespondents are tangibility of banker update innovation technology, 9 percentof the respondents are tangibility of easy way employee approach.It is reveals that49 percent of the respondents are reliability of information technologysearching on website, 16 percent of the respondents are update of new version,14 percent of the respondents are process of cash transaction, and 21percent ofthe respondents are multi ranges of product and customer serviceTable-3 Customer Services of E-Banking E-Banking Services Responses Security Convenient NR % NR % NR % Customer service 115 66 Performance of reasonable service 10 6 Cost way information 30 17 Handed advanced technology 20 11 Security for ATM 110 63 Online application filling 10 6 Information of banking transaction 20 11 Confidential of the bank transaction 15 9 Knowledge and Information 20 11 Clear Instruction 21 12 Through online websites 70 40 Approach friendly way working of processing 35 20 Easy and find out alteration 21 12 28 16 Total 175 100 175 100 175 100 Sources:Primary Data 2017 NR: Number ofRespondents It is found thatresponses of information technology 66 percent of the respondents are customerservices, 6 percent of the respondents are performance of reasonable service,17 percent of the respondents are cost way information, 11 percent of therespondents are handed advanced technology.
It is exhibit that 63 percent ofthe respondents are security for ATM, 6 percent of the respondents are onlineapplication filling, 11 percent of the respondents are information of bankingtransaction, 9 percent of the respondents are confidential of bank transaction,11 percent of the respondents are collections of back ground information. It isregards that convenient of information technology 12 percent of the respondentsare knowledge and information, 40 percent of the respondents are clearinstruction, 20 percent of the respondents are through online websites, 12percent of the respondents are approach friendly way convenient working ofprocessing, 16 percent of the respondents are easy and find out alternationSuggestions1. Privatesector bank must extent the banking services among customer change theinformation technology in rural banks. Customer there is no awareness about theelectronic banking technology because the reason of fundamental concepts ofknows your customer in baking services. E-banking istransformer of ATM services timely recovery of customer services improve theadvanced technology should be using in public/customers.
Banking institutionsfollow certain remedies improve society and implementation of