A PROJECT REORT ON

A STUDY OF THE IMPACT OF E-BANKING ON CUSTOMER

SATISFACTION

SUBMITTED TO GANGADHAR MEHER UNIVERSITY

PAPER-DSE-IV

UG COMMERCE, SEM-VI

SUBMITTED BY

SAMBIT KUMAR PRADHAN

ROLL NO-UBC20COM-O92

GUIDED BY

DR. SHYAMA CHARAN ACHARYA

PROFESSOR OF COMMERCE

SCHOOL OF COMMERCE

GANGADHAR MEHER UNIVERSITY, AMRUTA VIHAR, SAMBALPUR

2023

1
 DECLARATION

I, SAMBIT KUMAR PRADHAN, a student of B.Com Semester-VI, school of commerce,

Gangadhar Meher University ,Amruta Vihar, Do hereby declare that the project report entitled,
“A STUDY OF THE IMPACT OF E-BANKING ON CONSUMER SATISFACTION”
submitted by me under the guidance of Dr. Shyama Charan Acharya, Assistant Professor, School
Of Commerce Gangadhar Meher University, Amruta Vihar, Sambalpur, Odisha For the degree
of bachelor of commerce is my original work and other’s ideas, contents and materials used in
the study have been duly cited and acknowledged. This project report has not been published or
submitted to any other university/ institution for award of any other degree. I have taken of
utmost care and diligence to make it error free and i will be extremely sorry if any Erroneous
information being found out in my work. I will be completely responsible of such act. However,
if any errors identified the same may kindly be intimated.

SIGNATURE OF THE SUPERVISOR SIGNATURE OF THE CANDIDATE

2
 CERTIFICATE

Dr. Shyama Charan Acharya

Professor of Commerce
School Of Commerce, Gangadhar Meher
University, Amruta Vihar, Sambalpur,
Odisha-768004

This is to certify that the project report entitled, “A Study on the Impact of E-Banking on
Customer Satisfaction” has been submitted by Sambit Kumar Pradhan under my guidance and
supervision for partial fulfilment of the requirement for the award of the degree of Bachelor of
Commerce.

SIGNATURE OF THE SUPERVISOR HEAD OF THE DEPARTMENT

(School of Commerce) (School of Commerce)

3
 ACKNOWLOGEMENT

I express my deep sense of my gratitude to Dr. Shyama Charan Acharya UG Department

Of Commerce Gangadhar Meher University for his constant encouragement, inspiration,
permission, valuable advice, consistent guidance And enlightened direction in preparing the “A
Study on the Impact of E-Banking on Customer Satisfaction” I am highly thankful to my
esteemed faculty.

Lastly I would like to thanks my family and friends for their constant and
encouragement to complete my dissertation work.

SAMBIT KUMAR PRADHAN

B.Com UG-VI SEMESTER

UBC20COM-092

GANGADHAR MEHER UNIVERSITY,

SAMBALPUR

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 CONTENT

CHAPTER 1: INTRODUCTION

1.1 Introduction
1.2 Significance Of The Study
1.3 Review Of Literature
1.4 Research Gap
1.5 Objective Of The Study
1.6 Scope Of The Study
1.7 Data And Methodology

CHAPTER 2: THEORETICAL ANALYSIS ON THE SUBJECT UNDER

STUDY

2.1 Services under E- Banking

2.2 Flow Chart of E-Banking
CHAPTER 3: EMPIRICAL ANALYSIS

CHAPTER 4: DATA ANALYSIS AND INTERPRETATION

CHAPTER 5: FINDINGS, SUGGESTION AND CONCLUSION

5.1 Summary of the Project Report

5.2 Major Finding of the Study

5.3 Suggestions

5.4 Policy Implication

5.5 Limitations of the Study

5.6 Conclusion

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CHAPTER 1 INTRODUCTION

1.1 INTRODUCTION
Electronic/online banking (e-banking), also known as cyber banking, virtual banking, internet
banking, refers to conducting banking activities online. Online banking refers to banking services
where depositor can manage more aspects of their accounts over the internet, rather than visiting
a branch or using the telephone. Online banking typically is comprised of a secure connection to
the banking information through the depositor’s home computer or another device.

Internet banking is the system that provides facility to the customer to conduct the financial and
non financial transaction from his/her net banking account. The user can transform funds from
his/her account to other accounts of the same bank / different bank using a website or an online
application. The facility of internet banking is provided through banks and customer be a account
holder with any bank to get the facility available for him/her. Consumer can use online banking
to check their accounts pay bills online, secure a loan, transfer money, and much more. Online
banking safes user times and money. For banks, its offers a rapid and inexpensive strategies to
acquire out of the area of customer.

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1.2 SIGNIFICANCE OF THE STUDY
Convenience –with online banking, customer can process transaction at anytime that they won’t
need to interrupt their work schedule to visit to bank. Waiting in line can be time consuming they
cannot avoid to waste time queuing or getting stuck in traffic to get there and back to their work.
online banking can be done anywhere in the world and from the convenience of customers
preferred device. Due to its 24x7x365 availability, customers can also access it during holidays
as it is not inhibited by the bank business hour.

Lower cost- with online banking, customer can keep track of their finances all from the
convenience of a computer, laptop, tablet, mobile, or even Smartphone. They can also avoid
many of the costs of traditional banking (e.g. visiting the branch for every transaction) and pay
bills quickly without the expense and impracticality of outdated paper checks. Automated bill
payment simplifies management of finances and also eliminates unnecessary late fees. Again
money and time can be saved as most monthly bills and routine expense can be paid
electronically.

No geographical barrier- with online banking, geographical barrier re reduced and customer
are happier than ever.

No hidden fees-despite the convenience being provided, there are no hidden fees associated with
making online transaction. Banks usually charged a nominal transaction fee which the customer
is aware of before making the transaction and the rest is managed by the bank.

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1.3 REVIEW OF LITERATURE
(Dr. S. Sangeetha, 2020) studies the customer’s satisfaction towards E-Banking Services
and its impacts on banks. Electronic Banking technology is useful to customers as well as banks
and other organizations. And there is no significant difference between personal factors like age,
profession, annual income and category of the bank chosen and the satisfaction level of the
customers. (Dr. Jagdeep Singh, 2018) investigates the effect of E-Banking on service quality
Likert scales with five points have been established. To accomplish this task, the Service quality
model was extended to 42 statements. A total of 42 statements were included. Respondents were
requested to score these products on a scale of 1 to 5 based on their interactions with E-Banking
services. The effect of E-banking on service quality was examined using nine factors:
connectivity, tangibility, understanding, credibility, stability, access, responsiveness,
competence, and reliability, all of which have a major impact on service quality. According to
the findings of 18 the study, there is a major difference between the various factors influencing
the use of E-Banking. These considerations should be addressed by E-Banking service providers
to offer high-quality banking services to their customers. (Rajput, 2015)explores customer
satisfaction of online banking systems and its consequences for banks. This paper aim is to
assess consumer perceptions towards E-Banking facilities. The data was collected via
questionnaire and descriptively evaluated using percentages and ANOVA. Customers were
discovered to be using E-Banking systems such as ATMs, home banking, including the use of
payment cards, it can be inferred that about 45 per cent of people have a favorable view of and
are satisfied with E-Banking. ATM withdrawals, bill payments, and bank statement retrieval are
all common E-Banking services. (Vikas Chauhan and Vipin Choudhary, 2015) discusses the
problems and opportunities associated with internet banking in the Indian competition, the
analysis concludes that the concept of online banking is increasingly gaining momentum.
Gaining recognition in the Indian context, and efforts are being made by government
departments to increase its popularity among customers. some of the challenges such as Security
risks, Privacy concerns, distrust, and a general lack of knowledge among consumers regarding E-
Banking is serving as a bridge in the adoption of E-Banking services. Considering the
difficulties, and the risks associated with E-Banking, the government of India, with different
government departments is working to make E-Banking even more secure, safe, and dependable.
Beginning with the fact that the way banks used to work has changed as a result of the

8
incorporation of the internet into financial institutions. The launch of the internet in Banks have
been modernised as a result of the banking organization. Implementation Online banking has
helped both banks and customers.
(D, A Study of Consumer Awareness towards e-Banking, 2016)The study deals with the
consumer's behavior toward the E-Banking system According to the findings of the survey,
consumers have a positive outlook. The biggest barrier to using the E-Banking facility is a lack
of information about banking operations. Respondents also agree that E-Banking systems are too
difficult to use, and a few respondents believe that E-Banking is dangerous. This study is based
on primary data for analysis. According to the findings of the study, the majority of bank
customers are aware of all banking facilities. Banks must also take the appropriate steps to
inform customers about emerging technologies and other services provided by the banks. 19
(Kavitha.S, 2016)According to the research, the banking sector is the dominant sector, which is
regarded as the gateway to savings for the general public and the government, which is a source
of GDP. The research is based on secondary data. The study's tools included trend and
compound Annual Growth Rate (AGR). According to the analysis, E-Banking is both a strength
and weakness and the banking sector will be able to solve all of the obstacles in the coming years.
(.p.v, 2016)the demonstrates that online banking allows for a greater understanding of customers' attitudes
toward technology. the research is primarily focused on primary data collected via the distribution of
questionnaires to 200 Coimbatore residents. the tools used are basic percentage analysis and chi-square
analysis. According to the study, banks adopt new technology to satisfy their customers and to improve
the way services are delivered to attract new customers. (raghavendra.b, 2016) the study focuses on
selected public sector banks and consumer opinion from a single region with a similar social
background resulting in prompt response, confidentiality, web design, and ease of use of factors
affecting customer satisfaction. customer satisfaction is influenced by the customer's gender, age,
education, and income level. the scope of the analysis is limited to investigating customer
satisfaction with internet banking services offered by banks and. furthermore, the study focuses
on mobile banking, bank support services, and private banks for exploration. Components that
core banking solutions allowed Indian banks to provide excellent customer service. Internet
developments are paving the way for more efficient and innovative banking. ATMS have been
widely adopted to avoid customer queues, to bank more easily, and to make use of information
authentication. Nowadays, public sector banks are well-equipped with tools and technology to

9
meet the needs of their customers. ANOVAs, coefficient, and variance are the methods used in
this analysis.

1.4 RESEARCH GAP

There is still some research gap in e- banking on customer satisfaction, particularly regarding
the following areas:

Trust and Security: E-banking requires customer to provide sensitive personal and financial
information online. Therefore, customers need to feel that their personal information is safe and
secure. Research could explore the extent to which trust and security impact customer
satisfaction with E-banking.

Customer Loyalty: E-banking has the potential to increase customer loyalty. research could
explore the extent to which e-banking affects customer loyalty.

Mobile E-Banking: With the increasing use of Smartphone and tablets, mobile e- banking is
becoming popular. Research could investigate how e-banking affects customer satisfaction.

User Interface Design: E- banking users interfaces can impact customer satisfaction
significantly. Research could explore how different user interface design affects customer
satisfaction.

So, more research is needed to understand the factors that contribute to customer satisfaction e-
banking and to ensure the adoption of e-banking services.

1.5 OBJECTIVES OF THE STUDY

To understand to what extent the quality of electronic services offered by would affect the
satisfaction of the customer.

To study the relationship between security towards the satisfaction level of customers using e-
banking services.

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1.6 SCOPE OF THE STUDY
The study focuses on E-Banking and the variables that impact E-Banking users in Bhopal, as
well as the level of customer satisfaction with these services. It also allows everyone to see how
many new banking services are used by consumers. The research goes on to say that modern
facilities help to build a stronger relationship with consumers. Customers nowadays want
banking services to be available 24 hours a day, seven days a week. Because of the extensive use
of internet technologies, the entire banking system has changed in the current era. E-Banking has
given all customers the ability to operate across borders. E-Banking is an electronic payment
system that allows a bank or financial institution's customers to perform financial and non-
financial transactions over the internet. Customers can use this service to access almost every
banking service that was formerly only accessible at a local branch, such as fund transfers,
withdrawals, and online bill payments. It is a system designed for online banking that helps
customers to reach them to bank account easily and safely.

1.7 DATA AND METHODOLOGY

This study is based on exploratory and descriptive research.

The secondary data for the study collected through questionnaire method and data available from
Google on internet banking.

CHAPTER 2 THEORETICAL ANALYSIS ON THE SUBJECT UNDER

STUDY
As we know that e-banking is a technology based banking system that allows customers to
perform banking transactions through electronic channels such as mobile applications, ATMS,
and electronic payment system. E-banking has replaced the traditional system by making
banking transaction more efficient, convenient and accessible. This study will explain the
theoretical analysis on e-banking on customer satisfaction. Understanding customer satisfaction
is highly influenced by several factors such as security website design, ease of use and reliability.
the results will be able to provide insight into how enhance the e-banking services in the banking
industry. The study investigates the impact of E-banking security and privacy, responsiveness,
reliability and ease of use on the customer satisfaction.

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2.1 SERVICES UNDER E- BANKING

ELECTRONIC CLEARING SYSTEM (ECS)

The Electronic Clearing System is a creative provision for occupied individuals. With this
provision, an individual’s credit card bill is consequently charged from the same individual’s
savings bank account, so one doesn’t have to stress over missed or late payments.

SMART CARDS
A smart card is a card that stores data on a microchip or memory chip or a microprocessor in lieu
of the magnetic stripe found on debit cards and credit cards. Smart cards are not utilized for
transferring or moving monetary data alone, but also they can be utilized for an assortment of
identification grounds. Exchanges made with smart cards are scrambled or encrypted to shield
the exchange of data from one party to another. Each encoded exchange can’t be hacked and
doesn’t transmit any extra data past what’s required for finishing the single exchange or
transaction.

ELECTRONIC FUND TRANSFERS (ETFS)

Electronic fund transfer (EFT) is the electronic exchange of cash starting with an individual
account in the bank to another individual account of the same bank, or within or with other
financial institutions or with multiple institutions, by means of personal computers based
frameworks, without the immediate intercession of bank staff.

TELEPHONE BANKING
Telephone banking is an assistance given by a bank or other monetary foundation or other
financial institutions that empower clients to perform via telephone a scope of monetary
exchanges which don’t include cash or financial instruments, without the need to visit an ATM
or a bank branch.

INTERNET BANKING
Web-based banking is an assistance presented by banks that permits account holders to get their
record information by means of the web or the internet. Web-based banking or Internet banking
is otherwise called “Web banking” or “Online banking.”

12
Internet banking through customary banks empowers clients to play out every standard
exchange, for example, bill payments, balance requests, stop-payment requests, and balance
inquiries. Some banks even proposition online credit card and loan applications.

Account data can be acquired day or night, and should be possible from any place.

HOME BANKING
Home banking is the most common way of concluding the monetary exchange from one’s own
home as opposed to using a bank’s branch. It incorporates making account requests, moving
cash, covering bills, applying for credits, and directing deposits.

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FLOW CHART OF E-BANKING

E-COMM ERCE (CONDUCTING BUSINESS THROUGH E-NETW ORK)

E-FINANCE (PROVIDING FINANCE E-MONEY (STORED VALUE OR

SERVICE OT
THROUGH E-CHANNEL) PREPAID PAYMENT MECHANISM
HE
R
ELE
E-BANKING(PROVIDING
BANKING PRODUCTS
OTHER FINANCIAL
SERVICES AND
CTR
AND SERVICE THROUGH
ELECTRONIC DELIVERY
PRODUCTS INSURANCE
ONLINE
CHANNEL ONI BROKERAGE,ETC.
INT
MO C
ER
BIL DEL
NE
E IVE
T
BA RY
BA
NKI CH
NKI
NG AN
NG
NEL
S(A
TM,
POS
,ET
C.)

CHAPTER 3 EMPIRICAL ANALYSIS

The goal of the paper is to perform an empirical analysis of the current situation regarding the
level of customer satisfaction with E-banking services as a part of the services offered by
modern bank, e-banking has become a synonym for an efficient system aimed at delivering
traditional banking services through electronic communications channels available to anybody,
anywhere and anytime. This research attempts to investigate customer’s perception of different
time usage of banking website services. Research findings are as follows. it means two different
types of customers (i.e., short time usage, long time usage online banking customers )have
different value perceptions of exploration factor, security factor and specialty information service
factor but similar evaluations of transaction technicalities factor and decision making
convenience factor and interactive interrogation factor.

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CHAPTER 4 DATA ANALYSIS AND INTERPRETATION

Q.1 GENDER OF THE RESPONDENTS

GENDER NO. OF RESPONDENTS (IN %)

FEMALE 29.2%

MALE 70.8%

NO. OF RESPONDENTS
FEMALE ; NO. OF
RESPONDENTS;
0.292; 29% FEMALE
MALE

MALE; NO. OF
RESPONDENTS;
0.708000000000
001; 71%

INTERPRETATION: Here 29.2% are females & 70.8% are males.

Q.2 AGE O F THE RESPONDENTS

AGE NO. OF RESPONDENTS (%)

BELOW 25 YEARS 79.20%

26-35 16.70%

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36-45 4.10%

NO. OF RESPONDENTS
36-45; NO. OF
26-35; NO. OF RESPONDENTS;
RESPONDENTS; 0.041; 4% BELOW 25 YEARS
0.167; 17% 26-35
36-45

BELOW 25 YEARS;
NO. OF RESPON-
DENTS; 0.792;
79%

INTERPRETATION: Here, most of the respondents come under below 25 yrs i.e, 79.2% & the
remaining are above 35 yrs.

Q.3 EMPLOYMENT OF THE RESPONDENTS

EMPLOYMENT NO. OF THE RESPONDENTS

EMPLOYED FOR WAGES 62.5%

SELF-EMPLOYED 16.70%

OTHER 20.8%

STUDENT 10%

NO. OF RESPONDENTS
STUDENT; NO.
OF RESPON- EMPLOYED FOR
DENTS; 0.1; 9% WAGES
OTHER; NO. OF SELF-EMPLOYED
RESPONDENTS; OTHER
0.208; 19%
STUDENT
EMPLOYED FOR
SELF-EM- WAGES ; NO. OF
PLOYED; NO. OF RESPONDENTS;
RESPONDENTS; 0.62500000000
0.167; 15% 0003; 57%

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INTERPRETATION: Here, most of the respondents are employed for wages i.e. 62.5% & self
employed 16.7% & other i.e., 20.8% & student i.e., 10%.

Q.4 ANNUAL INCOME OF THE RESPONDENTS

ANNUAL INCOME NO. OF THE RESPONDENTS

BELOW 100000 16.7%

RS 1000000-300000 54.2%

RS 3000000-600000 16.7%

RS 600000 & ABOVE 12.5%

NO. OFRSRESPONDENTS
600000
& ABOVE;
RS
RS 600000 & ABOVE NO. OF
3000000-
RESPON-
600000; RS
DENTS;
NO. OF 1000000-NO. OF RESPONDENTS
RS 3000000-600000 12.55%
RE- 300000;
BELOW
SPON- NO. OF
RS 1000000-300000 100000;
DENTS; RE-
NO. OF
16.70% SPON-
BELOW 100000 RE- DENTS;
SPON- 54.20%
0.00% DENTS;
20.00% 40.00% 60.00%
16.70%

INTERPRETATION: This shows that 54.2% of respondents have annual income of rs 100,000-
300,000.

Q.5 PLACE OF RESIDENCE

PLACE OF RESIDENCE NO. OF THE RESPONDENTS

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URBAN 70%

RURAL 10%

SEMI-URBAN 20%

NO. OF RESPONDENTS
SEMI-URBAN; NO. OF
RESPONDENTS; 0.2;
20% URBAN
RURAL
RURAL; NO. OF
RESPONDENTS; SEMI-URBAN
0.1; 10%
URBAN ; NO. OF RE-
SPONDENTS;
0.700000000000001;
70%

INTERPRETATION: This shows that 70% of respondents comes from urban area and rest from
rural and semi-urban.

Q.6 TYPES OF BANK ACCOUNTS

TYPES OF BANK ACCOUNTS NO. OF THE RESPONDENTS

SAVING 93.6%

CURRENT 21.8%

FIXED DEPOSIT 29.1%

RECURRING DEPOSIT 14.5%

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 NO. OF RESPONDENTS
RECURRING
DEOSIT; NO.
RECURRING OF RE-
DEOSIT SPON-
DENTS;FIXED DE-
POSIT; NO. OF
14.50%
FIXED DEPOSIT RESPON-
DENTS; NO. OF RESPONDENTS
CURRENT;
29.10%
CURRENT NO. OF RE-
SPONDENTS;
21.80% SAVING; NO.
OF RE-
SAVING SPON-
DENTS;
93.60%
0.00% 20.00% 40.00% 60.00% 80.00% 100.00%

INTERPRETATION: This shows that 93.6% of the respondents have saving accounts 21.8% of
the respondents have current account.

Q.7 E-BANKING SEVICES

E-BANKING SEVICES NO. OF THE RESPONDENTS

ATM 83.8%

MOBILE BANKING 78.4%

INTERNET BANKING 50.%

NO. OF RESPONDENTS
INTERNET
BANKING;
INTERNET BANKING NO. OF
RESPON-MOBILE
DENTS;BANKING;
50.50% NO. OF NO. OF RESPONDENTS
MOBILE BANKING RESPON-
DENTS;
ATM; NO. OF
78.40%
RESPON-
ATM DENTS;
83.80%
0.00% 20.00% 40.00% 60.00% 80.00% 100.00%

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INTERPRETATION: This shows that 83.8% of the respondents prefer to use atm as compared
to the remaining e-banking services.

Q.8 PREFERENCES OF E-BANKING SEVICES

PREFERENCES OF E-BANKING NO. OF THE RESPONDENTS

SEVICES

PAY YOURS BILLS ONLINE 71.8%

VIEW TRANSACTION STATUS 60.9%

TIME SAVING 87.3%

EASE OF ACCESS 50.5%

USES OF E-BANKING SEVICES

Q.9

USES OF E-BANKING YES NO

SEVICES

USE ATM 83.8% 16.2%

USE CREDIT CARD 50.5% 49.5%

USE THROUGH 78.4% 21.6%

INTERNET

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 USE
USE THROUGH INTERNET THROUGH
INTERNET;
YES; 78.40%

USE CREDIT CARD USE CREDIT

CARD; YES; NO
50.50% YES

USE ATM USE ATM;

YES; 83.80%

0.00% 20.00% 40.00% 60.00% 80.00%100.00%

INTERPRETATION: 83.8% of the respondents are using ATM as compared to the rest that is
credit card and through internet.

Q.10 RISK RELATED INTERNET BANKING

RISK RELATED INTERNET NO. OF THE RESPONDENTS

BANKING

TANSACTIONAL RISK 54.5%

NETWORK ISSUE 74.5%

VIRUS ATTACK 32.7%

UNAUTHORISED ACCESS 45.5%

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 NO. OF RESPONDENTS
UNAU-
THORISED
UNAUTHORISED ACCESS;
VIRUS NO. OF
ACCESS ATTACKRESPON-
;
VIRUS ATTACK NO. OF DENTS; NETWORK
RESPON-45.50% NO. OF RESPONDENTS
ISSUE; NO.
DENTS; TRANS- OF RE-
NETWORK ISSUE 32.70% ACTION SPON-
RISK; NO. DENTS;
TRANSACTION RISK OF RE- 74.50%
SPON-
0.00% 20.00% 40.00% DENTS;
60.00% 80.00%
54.50%

INTERPRETATION: Here, 74.5% of the respondents face the problem of network issue.

CHAPTER 5 FINDINGS, SUGGESTION AND CONCLUSION

5.1 SUMMARY OF THE PROJECT REPORT

Banks are providing e-banking services to customers it should create awareness among. People
and also made literate to the people about use of E-banking products and services. Employees of
banks should be given special training for the use of E-banking. Special arrangements should be
made by banks to ensure full security of customer funds. Banks use latest technologies with
timely updates to secure customers’ valuable money from the hand of hackers. Banks are making
earnest efforts to popularize the E-banking services and products. Younger generation is
commencing to optically the convenience and benefits of E-Banking. In years to come, E-
banking will not only be customary mode of banking but will be chosen mode of banking.
Workshops and seminars should be provided to the people.

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5.2 MAJOR FINDINGS OF THE STUDY

Customer, as well as banks and other organizations benefit from electronic banking technologies.

Results of the study indicated that saving accounts users are more (93.6%) as compare to fixed
deposit or recurring deposit.

mobile banking services users (78.4%) is more popular as compare to internet banking users
(50.5%) which shows that internet banking is still not prevalent among the users of banking
services as ATM or mobile banking is popular?

the results indicated that the main reason behind the preference for e-banking services is that it
saves times (87.3%)and after that, it is easy to use (50.5% )followed by that the users can pay
their bills online (71.8%) and can view the transaction status(60.9%).

23
5.3 SUGGESTION

E-banking is not widely used in rural areas due to a lack of understanding banks should take the
requisites steps to educate their customer about the different available e-banking services, as well
as the benefit of using those service. Customer should be sent demonstration of e-banking to
encourage them to use it.

Banks should concentrate in cyber security problem including sensitive identities that are
susceptible to misuse in the cyber environment. The cost of accessing internet banking services
reduced to maximizes the no. of people who use the service. The E-banking infrastructure should
be improved to make online enquiry and payment even more convenient.

5.4 POLICY IMPLICATIONS

The rise of e-banking has significantly impacted the banking industry, particularly in terms of
customer satisfaction. E-banking has revolutionized the way customer interacts with banks and
has banking transactions more convenient and accessible. The results show that the higher level
of internet banking service quality significantly impact to e-customer satisfaction and
consequent. It leads to E-customer loyalty and lower intention to leave the relationship with
banks. The implications of the study emphasize. The significance influence of e-banking service
quality on customer satisfaction, and the important impact of E-banking service reliability on
service quality perception of banking clients. The policy implications of E-banking on customer
satisfaction are:-

● Customer service- banks need to enhance their customer service capabilities to provide

better support for e-banking customer. This includes 24/7 support, provides clear and
concise instructions on how to use e-banking platform, and resolving customers issues in
a timely and efficient manner.

● Accessibility- banks need to ensure that their E-banking platform are accessible to all

customer. This can be achieved by designing E-banking platform that are easy to use
providing alternatives format for information, and ensuring that customer service is
available to assist those who need it.

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 ● Technology infrastructure- banks need to invest in technology infrastructure that supports

E-banking platforms. This includes reliable internet connectivity, secure server, and
robust cyber security measures. The technology infrastructure should be design to ensure
that e-banking transactions are safe and fast.

● Customer education- banks may need to develop and implement customer education

programmes that helps customers understands the benefits and risk of e-banking.

In conclusion, the policy implications of e-banking on customer satisfaction are significant

govt. Regulatory bodies, and banks need to work together to ensure that E-banking platforms
are secure, reliable and accessible.

5.5 LIMITATIONS OF THE STUDY

The sample size was small and cannot be applied to the entire population.

It is very difficult to check the accuracy of the information provided.

Data given by the primary data (questionnaire) may not be correct because it fills by friends,
family, and the data collected from the questionnaire may be miss leading to some reader.

5.6 CONCLUSION

Due to the IT sector, banks are being able to reach their customers anywhere at any time. For
example, many financial services have been already launched on face book (bill gates, 2008). It
is found from the study that many factors like education, knowledge in computer, willingness of
the people, people’s convenient & awareness etc. are responsible for the successful operation of
e-banking in any area. Again we find that a large no. of people (especially the old generation)
having no computer knowledge are till now prefer the traditional banking but along with some
moderate changes & quick delivery. A thorough study of the data shows that the young
generation is more familiar with computer & internet banking. So they are more interested in
using the e-banking system particularly in ATM & online transaction rather than old &
traditional banking. Again the falling costs of machines & connectivity is a key factor

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contributing to the growth of ATM network. So, banks have also been cutting & gaining
synergies through ATM sharing agreements amongst themselves.

BIBLIOGRAPHY/REFERENCES

● Lakhsmi Narayana et.al (2013) “A study on customer satisfaction towards online banking

services with reference to Bangalore city”. “International journal of research in

management ISSN 2320-2793(online).

● C K Sunith (2019) - “Customer satisfaction in E-banking services” international journal

of business and management invention (IJBMI) ISSN (online).

● International journal of research and analytical reviews (IJRAR).

● VK Publication Introduction to E-commerce authors: - Ashutosh Prayas Das, Debabrata

Sharma, Sanjeeb Kumar Dey.

WEBSITES

www.slideshare.net

www.ijrar.org

www.google.com

journals.sagepub.com

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