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A Study On SBI Coustmer's Satisfaction Towards E-Banking Services
A Study On SBI Coustmer's Satisfaction Towards E-Banking Services
ABSTRACT
State Bank of India is an Indian multinational, public sector banking and financial services statutory body
headquartered in Mumbai. SBI is the 43rd largest bank in the world. It is a public sector bank and the largest
bank in India with a 23% market share by assets and a 25% share of the total loan and deposits market. E-
banking refers to Electronic banking is a service that allows Customers to access their bank information,
conduct financial transactions, make deposits, withdrawals and pay bills through the internet without having
to physically visit their bank. This study is conducted in Mysore City and customers using E-banking service
in State Bank of India (SBI). The sample size is of 50 respondents consisting of customers who are availing
of E-banking services in SBI in Mysore city. The customer is looking for quality services which can provides
satisfaction. From the study it is understood that the customers are highly satisfied with the E-banking services
in Mysore city which is provided by SBI. SBI has providing various types of E-banking services but customers
are not utilizing it in a proper manner. Therefore, hereby suggested that customers should utilize the facility
given by banks.
1. Introduction
Now- a -days banks are not following the traditional or conventional banking with manual operations. Banks
have moved from disbursed to a centralized environment, which shows the impact of technology on banks.
Banks are using new tools and techniques to find out their customer’s needs and satisfaction and offer them
tailor made products and services to make it convenient. The customer is king and the service providers are
rushing to pay observance to the king, the financial service providers are trying to provide their services to
the Customers in the comfort of their homes. The E-banking has emerged as a convenient channel for these
service providers.
E-banking refers to Electronic banking is a service that allows Customers to access their bank information,
conduct financial transactions, make deposits, withdrawals and pay bills through the internet without having
to physically visit their bank. E-banking is one of the most recent technological innovations, which is
becoming a need for every common man so it is becoming “Need to Have” service. It makes the regular
transactions for a customer speedy and time efficient with little or no paper work involved.
SBI is a well-known commercial bank which provides many of E-banking services to its customers. Therefore,
the present study is being carried out on how this bank provides E-banking services to its customers
in Mysore City. For this purpose, present study is being carried out on only selected 50 customers who have
an account with SBI Bank in Mysore City.
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1. To analyse the awareness among Customers about E-banking Services of SBI in Mysore City
2. To study the reasons for Customers preferring E-banking Services
3. To suggest the remedial measure to improve the quality of services of E- Banking
3. Review of Literature
Lakshmi Narayana et.al (2013) in their study entitle “A Study on Customer Satisfaction towards Online
Banking services with reference to Bangalore city” focuses on investigating the major factors that influence
online customers’ satisfaction with the overall service quality of their banks. Assessing the power of these
factors in the context of Online (Internet) banking and would, therefore, help the bank management not only
in improving the level of satisfaction but also strengthening the bond between the banks and their customers,
thereby helping them to retain and expand their overall customer base. Further this study reveals that online
banking, to make a customer's banking experience more convenient, efficient, and effective, it becomes even
more important to ascertain the customers’ perception of the overall service quality and their satisfaction with
the current online banking services.
Vimala (2015) has attempted a study on "An Evaluative Study on Internet Banking Security among Selected
Indian Bank Customers”. This study shows that Internet banking is very convenient and fast, it is mired with
several security issues. Banking institutions have taken several measures to ensure safety measures for their
customers while performing various transactions online banking sector is one of the major beneficiaries of
the Internet revolution and the growth of banking technology products have been remarkably increasing.
Internet banking system proves to be very versatile in completing transactions like balance inquiry,
withdrawal, deposits, viewing the bank statement, and record of recent transaction. From this study rightly
observed that, very few works have focused on the Internet banking, its usage, safety measures and its
perceptions, attentiveness level, satisfaction levels, attitudes and behaviour of the internet banking, security
issues, and financial frauds.
Reeta Clonia. (2016) has conducted study on "E-banking in India: Current and Future Prospects”. Reeta has
examined that E-banking is the most pioneering trend among the customers in the present era of thrust for
more expeditious and secured financial services. The transfer from the traditional banking to E-banking has
been an elevating amendment in banking dealings. Banking industry in India and additionally discussed the
magnification rate and future prospects of the E-banking services provided by the Indian banks in this regard.
Economic growth and development of any country is mainly influenced by the advancement of the banking
sector in that particular nation.
Khaled Bin Amir and Dr. Hasina Sheykh (2017) in their study entitle "Analysis of Customer Satisfaction
on Online Banking: A Case Study on “One Bank Limited” has stated that customers are asked about their
satisfaction level on online banking. Online banking services of One Bank Limited, is quite good and
satisfactory but customers were not aware and willing to take this services. But level of satisfaction is greater
for some parameters and less for some parameters. Likewise, customers are satisfied with security and user
friendliness of the website of the banks and somewhat neutral in perception with update frequency. For this
reason, internet banking has become an important measurement tools to attract larger customer base.
Sunith C K (2019) has made an empirical study of customer satisfaction in E-banking services. This study
stated that Electronic banking incorporates systems that enable individual customers to access their accounts,
transact with speed and obtain current and updated information on latest financial products and services
through public or private networks. It accommodates a variety of platforms such as internet banking,
telephonic and television based banking, automated teller services, mobile phone banking as well as personal
computer based and offline banking services. Customer is distinguished from a consumer in the sense that a
customer pays for a product or service while a consumer is the end user who experiences a product or service.
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4. Research Methodology
(a) Sources of Data: The present research study is based on both secondary and primary data. Primary data
has been collected by preparing structured questionnaire interview method has been followed to ascertain the
information from the customers who are availing of the E- Banking Facilities. In the present study the
secondary data has been collected from different sources of literature like magazines, newspapers, text books,
journals and internet and information from the banking staffs.
(b) Sample Design: For the present study purpose, simple convenient random sampling has been selected.
This particular survey was directed at only in Mysore City and customers using E-banking service in State
Bank of India (SBI). The sample size is of 50 respondents consisting of customers who are availing of E-
banking services in SBI.
(c) Tools and Techniques: The simple average method and percentage method has been used to analyse the
data. The data has been analysed with the help of Tabular method.
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18-25 31 62
25-35 13 26
35-45 3 6
Above 45 3 6
Total 50 100
Source: Field Survey
From the above table it is observed that, 62% of the respondents belongs to age group between 18 to 25 years,
26% of the respondents belongs to age group between 25-35, 6 % of the respondents belongs to age group
between 35-45, and 6 % of the respondents belongs to age group Above 45 years. This is shows that youths
are more attracted to E-banking services when compare other age groups.
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Table 10: Respondents Are Performed the Following through E-banking Services
Particulars No of Respondents Percentage
Purchasing of Goods and 28 56
Services
Tax filing 4 8
Buying and Selling of stocks 4 8
bonds etc.
Fund Transfer 5 10
Others 9 18
Total 50 100
Source: Field Survey
The above table 10 shows that 56% of the respondents are belongs to purchasing of goods and services
performance activities through E-banking services, followed by 8% Tax- Filling performance activities,8%
Buying and Selling of stocks and bonds etc. ,10% Fund Transfer and 18% other activities. These data
evidenced that majority of the SBI customers are belongs to purchasing of goods and services performance
activities through E-banking services.
Table 11: Factors Influence On Customers the Most to Use of Internet Banking Services
dissatisfied with Banks internet services. It interprets that Majority of the respondents Satisfied with Banks
internet services. Overall it can be observed that majority of the respondents are satisfied with E-banking
services which are provided by SBI.
7. Suggestions
8. Conclusion
At present banking sectors provide different services through E-banking systems. The customer is looking
for quality services which can provides satisfaction. From the study it is understood that the customers are
highly satisfied with the E-banking services in Mysore city. The suitable services available may be
improved to give better customer satisfaction leading to retention of existing customers and attracting new
customers. In recent years many changes have been taken place in the banking sectors. These changes do
not reduce the errors and mistakes in terms of operational activities. The customers are still facing various
problems while using banking transactions. Therefore, the banks need to focus more on service sector and
operational activities, which makes the customer more comfort and satisfied in dealing with banking
activities.
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© 2021 IJRAR May 2021, Volume 8, Issue 2 www.ijrar.org (E-ISSN 2348-1269, P- ISSN 2349-5138)
RFERENCES:
Lakshmi 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).
Vimala (2015) "An Evaluative Study on Internet Banking Security among Selected Indian Bank
Customers “Amity Journal of Management Research
Reeta Clonia (2016) – “E-banking in India: Current and future prospects” International Journal of
Management & Business Studies
C K Sunith. (2019) -"Customer Satisfaction in E-banking Services". International Journal of Business
and Management Invention (IJBMI) ISSN (Online)
S S Kaptan and N S Choubay (2003) “Indian Banking in Electronic Era”, Sarup and Sons Publisher.
Asiffulla A (2016) “Introduction to Electronic Banking” Edu creation Publishers.
Websites
www.researchgate.net
www.slideshare.net
www.sbi.in
QUESTIONNAIRE
1. Gender of Respondents:
I. Male ( )
II. Female ( )
6. Respondents are aware about E-Banking services while opening the account:
I. Yes ( )
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II. No ( )
11. Factor influence on customers the most to use of internet banking services:
I. All time availability ( )
II. Easy of use ( )
III. Nearness ( )
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