CUSTOMER USAGE PATTERNS AND SATISFACTION OF E-BANKING SERVICES

The growing competition and growing expectations led to increased awareness amongst banks on the role and importance of technology in banking. E-Banking services are become essential to improve the service quality and customer attractiveness in the banking sector. The main objective of the research is to study the impact of information technology on the functioning of commercial banks with special reference to selected Customers. The researcher compares the functioning of those selected banks based on the views of the Customers of the Banks'. The present study has adopted both descriptive and analytical methodologies. The qualified sample size according to the scientific method was 462. The technology needs to be integrated in an organization, with the change management issues linked to people resisting new concepts and ideas. It also needs to support a clearly defined and well communicated business strategy.