Volume : 8, Issue : 11, November - 2019

THE MEASURMENT OF THE PERCEPTION OF CUSTOMERS TOWARDS INTERNET BANKING SERVICES IN RAMANATHAPURAM DISTRICT

Mrs. P. Sountharya, Dr. G. Karunanithi

Abstract :

Customers are the most important assets of any business. The success and failure of any business depends upon how far they satisfy the expectation of their customers. The increase in volume of customers automatically lead to deterioration in quality of customer services. Banks are an important social organization rendering valuable financial 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 major commercial banks led to ‘Mass banking’ which in turn increased the volume of customers. In the present study primary and secondary data have been used. In the study convenient random sampling technique has been adopted for selecting a sample of 225 respondents who have used internet banking in Ramanathapuram district in selected banks through questionnaire. The present study focuses on components used for measuring the satisfaction of the respondents towards internet banking, level of satisfaction towards banking products and services and problems faced by the respondents in internet banking It is clear from that responsiveness (Promptness with which employees willing to serve) is a factor which is considered for measuring the perception of the respondents towards internet banking followed by courteous service (Individual attention and make them feel as special).