Customer Satisfaction Towards Online Banking Users

Abstract

Online banking has become an important part of the modern banking system due to the rapid growth of digital technology and internet usage. Customers increasingly prefer online banking services because they provide convenience, speed, flexibility, and easy access to financial transactions at any time and from any location. The present study focuses on customer satisfaction towards online banking users and examines the factors influencing their satisfaction levels. The main objective of the study is to analyse customer satisfaction towards online banking services and identify the important factors affecting customer perceptions and usage behaviour. The study is descriptive in nature and is based on both primary and secondary data. Primary data were collected from 120 respondents through a structured questionnaire, while secondary data were gathered from journals, books, websites, and research articles related to online banking services. Various statistical tools such as percentage analysis, cross tabulation, chi-square test, weighted average method, and correlation analysis were used for analysing the collected data. The findings of the study reveal that the majority of customers are satisfied with online banking services due to factors such as convenience, transaction speed, accessibility, and service quality. The study also indicates that security, reliability, and user-friendly digital platforms play a significant role in influencing customer satisfaction. The research concludes that online banking services have positively impacted customer banking experiences. However, banks need to strengthen cybersecurity measures, improve technical support services, and enhance customer awareness regarding digital banking practices to increase customer satisfaction further. The study suggests that continuous technological improvements and customer-oriented banking services are essential for maintaining long-term customer relationships and achieving higher levels of customer satisfaction in the digital banking environment.