CUSTOMER SATISFACTION ON E-BANKING SERVICES OF PUBLIC AND PRIVATE SECTOR BANKS IN PUDUCHERRY REGION - AN EMPIRICAL ANALYSIS

E-banking is the application of electronic means in interaction between bankers and customer, and bankers and businesses, as well as in internal banking operations, to simplify and progress the banking services. Today, approximately all banks have adopted ICT as a mean of improving the service quality of banking services. An attempt has been made by evaluating the services rendered by banks through the e – banking services. The e- banking service brings lot of convinienence, customer centricity, augmented service quality and cost effectiveness. A structured questionnaire was used in collecting the relevant data from the customers respectively. More number of researchers and experts quoted that, service quality can be improved through advanced information and communication technology (ICT). This paper examines the customer satisfaction on the Electronic Banking Services of Public Sector and Private Sector Banks in Puducherry Region. The sample size of the study is 478; the data is gathered from both the primary and secondary information. Non Probability sampling techniques are applied in this research article and particularly purposive sampling technique applied for the study. Some of the statistical tools like, independent sample t-test, ANOVA, correlation, Mean and Standard Deviation are used in this research article. The result of the study shows that customers of Public Sector Banks have lesser perception of the various dimensions of e-service quality compared with the private sector Banks. This paper recommends that the wider use of IOT based applications in banking services will make better banking solutions