Customer Concerns and Future Prospects of E-Banking Services at Nationalized Banks in Tamil Nadu
S. Priya Durga
Dr. S. Priya Durga, Assistant Professor, Kalasalingam Business School, Kalasalingam Academy of Research and Education College, (Tamil Nadu), India.
Manuscript received on 25 November 2019 | Revised Manuscript received on 19 December 2019 | Manuscript Published on 30 December 2019 | PP: 1047-1051 | Volume-9 Issue-1S4 December 2019 | Retrieval Number: A12251291S419/19©BEIESP | DOI: 10.35940/ijeat.A1225.1291S419
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Abstract: Indian banking industry has beheld a notable business pattern by way of introducing Information Technology Enabled Services (ITES) concept in banking services. Nationalized banks in Indian banking industry are progressively playing an important role in improving the computerized banking services. This research is an attempt to identify the customers’ perception, concerns towards e- banking services. Further the study tries to identify the future prospects of e-banking services in South India. Data has been collected through structured questionnaire, from one hundred and fifty customers of six nationalized banks, situated in five districts of Tamil Nadu, South India. Results of the study shows that most of the customers were the users of e-banking services and identified benefits such as accessing banking services at any time & anywhere, saving of time, easy and customized method of accessing the services . Demographic variables such as educational, occupation and income level have significant impact on the customers’ preference while availing e-banking services. On the other hand, e-banking yet challenged with customer concerns like hacking of banking operations, lack of technical knowledge, network failure, and lack of customer complaint feedback mechanism.
Keywords: Customer Concerns, Prospects, E-banking, Nationalized Bank, Technology Adoption, South India.
Scope of the Article: e-governance, e-Commerce, e-business, e-Learning