A STUDY ON CUSTOMERS PERCEPTION TOWARDS ONLINE BANKING
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A STUDY ON CUSTOMERS PERCEPTION TOWARDS ONLINE BANKING
Authors:
Aayush Agrawal, Amity Business School
Dr. Shweta patel, Assistant Professor
Amity Business School
Abstract:
The digital revolution in the banking sector has introduced online banking as a transformative service that provides customers with flexibility, time savings, and convenience. This research aims to examine customer perceptions, awareness levels, satisfaction, and the factors affecting both the usage and non-usage of online banking services. A sample of 98 respondents from Raipur, Chhattisgarh, participated in a structured survey. The findings indicate a high adoption rate of online banking among younger, educated users, primarily due to ease of use and time efficiency. However, challenges such as security concerns and technical issues continue to affect adoption. This study recommends measures to improve awareness, infrastructure, and digital trust among customers to enhance the overall adoption and satisfaction of online banking services.
Keywords:
Online Banking, Customer Perception, Digital Banking, Mobile Banking, Banking Awareness, E-Banking Challenges, Financial Technology, User Satisfaction
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