IDEAS home Printed from https://ideas.repec.org/a/acg/comfin/v9y2021i1p17-21.html
   My bibliography  Save this article

A Study on Customers Attitude towards the Problems of Internet Banking Services in Madurai City

Author

Listed:
  • R Andy

    (Pasumpon Muthuramalinga Thevar College)

  • A Sujatha

    (Cardomon Plant Associations College)

Abstract

The banking industry has been developing by using Internet banking as a well-organized and practicable tool to create customer value. In the banking sector, different electronic delivery channels are increasingly used for delivering banking products and services that convenient for the customers at a low cost. Internet Banking (IB) is one among them in the banking sector. It is one of the smart services offered by traditional banks to offer speed and reliable services to online users. With the fast development of computer-based technology, the Internet Banking can draw more customers to perform banking dealings in related banks. However, the main issue of Internet banking faced by bankers is that a large number of banking customers are not ready to use the Internet banking services offered by banks. This happens due to the services offered through Internet banking is yet to encourage its customers. Customer satisfaction is an important factor that helps the banks to maintain competitive advantages. Therefore, this study is to observe the factors that influence the customers' satisfaction towards Internet banking. The study concentrates on the following factors that can influence customers' satisfaction toward Internet banking, which include services, web design, security, and convenience. The sample size taken for the study was 100 respondents who provided valuable feedback to pertain to the above factors that influence customers' decision to use Internet Banking.

Suggested Citation

  • R Andy & A Sujatha, 2021. "A Study on Customers Attitude towards the Problems of Internet Banking Services in Madurai City," ComFin Research, Shanlax Journals, vol. 9(1), pages 17-21, January.
    • Handle: RePEc:acg:comfin:v:9:y:2021:i:1:p:17-21
    DOI: 10.34293/commerce.v9i1.3503
    as

    Download full text from publisher

    File URL: https://www.shanlaxjournals.in/journals/index.php/commerce/article/view/3503
    Download Restriction: no
    File URL: https://www.shanlaxjournals.in/journals/index.php/commerce/article/view/3503/2932
    Download Restriction: no
    File URL: https://libkey.io/10.34293/commerce.v9i1.3503?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Jamil Hammoud & Rima M. Bizri & Ibrahim El Baba, 2018. "The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector," SAGE Open, , vol. 8(3), pages 21582440187, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Fathi, Mohammad Reza & Zeinali, Mahsa & Torabi, Mohsen & Alavizadeh, Seyed Mohammad, 2022. "Structural analysis of the future of Iranian online banking employing a MICMAC approach," Technological Forecasting and Social Change, Elsevier, vol. 183(C).
    2. Yadgar Taha M. Hamakhan, 2020. "The effect of individual factors on user behaviour and the moderating role of trust: an empirical investigation of consumers’ acceptance of electronic banking in the Kurdistan Region of Iraq," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 6(1), pages 1-29, December.
    3. Abdulaziz Adel Aldaarmi, 2024. "Fintech Service Quality of Saudi Banks: Digital Transformation and Awareness in Satisfaction, Re-Use Intentions, and the Sustainable Performance of Firms," Sustainability, MDPI, vol. 16(6), pages 1-19, March.
    4. Khan, Md. Rahat & Pervin, Most. Tahura & Arif, Md. Zahir Uddin & Hossain, S.M. Khaled, 2024. "The impact of technology service quality on Bangladeshi banking consumers' satisfaction during the pandemic situation: Green development and innovation perspective in banking service," Innovation and Green Development, Elsevier, vol. 3(2).
    5. Andreea-Daniela MORARU & Margareta ILIE, 2022. "Analysing the Impact of e-Banking and Socio-Demographic Factors on Customer Satisfaction with Banking Services using Graphical Visualization," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 3, pages 149-156.
    6. Xinyu Cai & Marko Milojevic & Denis Syromyatnikov & Anastasia Kurilova & Beata Ślusarczyk, 2021. "Mathematical Interpretation of Global Competition between Payment Systems," Mathematics, MDPI, vol. 9(17), pages 1-18, August.
    7. Dhruba Kumar Gautam & Gunja Kumari Sah, 2023. "Online Banking Service Practices and Its Impact on E-Customer Satisfaction and E-Customer Loyalty in Developing Country of South Asia-Nepal," SAGE Open, , vol. 13(3), pages 21582440231, July.
    8. Suhail Ahmad Bhat & Mushtaq Ahmad Darzi, 2020. "Online Service Quality Determinants and E-trust in Internet Shopping: A Psychometric Approach," Vikalpa: The Journal for Decision Makers, , vol. 45(4), pages 207-222, December.
    9. Juan-Gabriel Martínez-Navalón & María Fernández-Fernández & Fernanda Pedrosa Alberto, 2023. "Does privacy and ease of use influence user trust in digital banking applications in Spain and Portugal?," International Entrepreneurship and Management Journal, Springer, vol. 19(2), pages 781-803, June.
    10. Younhee Kim & Seunghwan Myeong & Michael J. Ahn, 2023. "Living Labs for AI-Enabled Public Services: Functional Determinants, User Satisfaction, and Continued Use," Sustainability, MDPI, vol. 15(11), pages 1-17, May.
    11. Fahad Najeeb Khan & Muhammad Usman Arshad & Muhammad Munir, 2023. "Impact of e-service quality on e-loyalty of online banking customers in Pakistan during the Covid-19 pandemic: mediating role of e-satisfaction," Future Business Journal, Springer, vol. 9(1), pages 1-12, December.
    12. Sadia Khatoon & Xu Zhengliang & Hamid Hussain, 2020. "The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.
    13. Naim Baftiu & Malush Mjaku, 2021. "Exploring the possibility of applying the GOMS model to e-banking software design," Technium Social Sciences Journal, Technium Science, vol. 18(1), pages 593-603, April.
    14. Muhammad Ashfaq & Jiang Yun & Abdul Waheed & Muhammad Shahid Khan & Muhammad Farrukh, 2019. "Customers’ Expectation, Satisfaction, and Repurchase Intention of Used Products Online: Empirical Evidence From China," SAGE Open, , vol. 9(2), pages 21582440198, April.
    15. Zaher Abdel Fattah Al-Slehat, 2021. "Determining the Effect of Banking Service Quality on Customer Loyalty Using Customer Satisfaction as a Mediating Variable: An Applied Study on the Jordanian Commercial Banking Sector," International Business Research, Canadian Center of Science and Education, vol. 14(4), pages 1-58, April.
    16. C. C. Sreelakshmi & Sangeetha K. Prathap, 2024. "Effect of COVID-19 health threat on consumer’s perceived value towards mobile payments in India: a means-end model," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 763-787, September.
    17. Asif Mahmood & Shazia Manzoor, 2021. "Which Service Attributes Sway Internet Service Providers? Analysis Through Triangulation Approach," SAGE Open, , vol. 11(4), pages 21582440211, December.
    18. Samuel Godadaw Ayinaddis & Birhan Ambachew Taye & Bantie Getnet Yirsaw, 2023. "Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-18, December.
    19. Emerson Wagner Mainardes & Priscilla Maria Ferreira Costa & Silvania Neris Nossa, 2023. "Customers’ satisfaction with fintech services: evidence from Brazil," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 378-395, June.
    20. Mohammad Asif & Mohammed Arshad Khan & Hamad Alhumoudi & Mohammad Wasiq, 2023. "Examining the Role of Self-Reliance, Social Domination, Perceived Surveillance, and Customer Support with Respect to the Adoption of Mobile Banking," IJERPH, MDPI, vol. 20(5), pages 1-19, February.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:acg:comfin:v:9:y:2021:i:1:p:17-21. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: S.Lakshmanan (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.