An Assessment of Customer Satisfaction and Net Banking Services in Select Banks with Special Reference to ATM Services

Abstract

Present research is based on empirical evidences collected through the customers’ survey regarding to the customers Satisfaction in internet banking services with special reference to ATMs services of some select banks. It is an effort to examine the relationship between the demographics and customers’ satisfaction in internet banking.  Present research shows that, demographics of the customers’ are one of the most important factors which influence the use of internet banking services. Overall results show that percentage of Males, Urban people, younger persons, Salaried people are more satisfied with Availability of Proper Assistance at ATMs, for using the ATMs, more secured using ATMs’ for making transactions and towards Balance check than other income groups. As women folks are not outgoing, there should be educational programs for all age group and all income group females, so that they become more prone to internet banking services. The banks should proactively monitor customers’ preferences with regard to use of this delivery channel for effective response. Bank should focus on important aspects of security and privacy as well as efficient operation of ATMs. Banks should also augment and diversify their offerings through ATM and use this medium to build a strong and sustained relationship with customers. Therefore, banks should concentrate their efforts on these dimensions for cater better ATM service to satisfy their customers.