Study On Customer Satisfaction Towards Internet Banking Services In Hdfc Bank

Abstract

The internet offers significant opportunities for banking institutions, with online services becoming a strategic necessity for most banks. Internet utilization has become a crucial distribution channel for banking services due to the considerable growth in consumers preferring internet banking. This growth is fueled by increasing computer literacy, the widespread availability of computers, and the reduced costs of PCs and internet access. Consequently, this trend is reshaping the optimal distribution structure for banks and financial institutes. Internet banking, referring to banking transactions conducted via a secure internet application, encompasses various activities such as bill payments, fund transfers, account statement viewing, and loan repayments. While internet banking has long been popular among tech-savvy individuals, its appeal is expected to surge as internet usage grows globally and more people recognize its numerous advantages. This study focuses on analyzing the internet banking services of HDF Cand evaluating customer perceptions and satisfaction towards internet banking. The study encompasses 150 sample customers of HDFC in Madurai division . Data collection primarily relied on a structured questionnaire administered as a primary source. Analysis of the data employed appropriate mathematical and statistical tools, including mean, standard deviation, ANOVA, and F-test.