Customer preference towards internet banking and their levels of satisfaction: A study at Pune

The development of internet and better communication technology has led to the growth of e-commerce. E-commerce is buying and selling of products or services over the computer network. With the incorporation of e-commerce in daily life, enterprises no longer rely on traditional business tactics. They have to cope up with the dynamic and uncertain electronic environment. These changes in tele-communication technology and electronic data processing have brought a remarkable change in the working of the banking sectors. Adoption of latest information technology by banks has totally altered the traditional operations of the banks. Various services like the ATMs (Automated Teller Machines), credit cards and debit cards have made cash withdrawal and deposit much easier. Customers are now able to view their account details, generate statements, purchase drafts and even transfer funds from anywhere, at any place or anytime by using their personal computers. EDI one of the major contributions in banking services facilitates automated funds transfer. These new developments in the banking sector are known by a new concept namely E-banking. Customer is the foundation for all businesses and customer expectations are rising. They require improved, convenient and easy services. In this age of globalization and cut throat competition, survival of the service providers is a big challenge. This research work will focus on the customer preference towards the various E-banking services and know the satisfaction level from the services provided by various banks - both public and private sector banks. 150 respondents from Pune City, India were chosen for the study. The data was analyzed using standard statistical tests – T- test, Chi-square test, Correlation and Frequency analysis