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

  • R Andy Assistant Professor (Research Scholar), Department of Commerce, Pasumpon Muthuramalinga Thevar College, Usilampatti, Madurai, Tamil Nadu, India
  • A Sujatha Assistant Professor, Department of Commerce, Cardomon Plant Associations College, Bodinayakannur, Theni, Tamil Nadu, India
Keywords: Internet banking, Banking industry, Customer Satisfaction, Security services, Banking services, Online banking


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.

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