E-banking Bank of India considers the implementation of new

E-banking services
are technical services exchange of information and financial transactions from
bank to bank electronic methods converted the high quality of services
potential wealth of customer. Present day customers are used e-banking payments
online bill preparation methods to simplify the workload to increasing customer
requirements connectivity of networks through effective quality management of
e-banking services. Reserve Bank of India considers the implementation of new
schemes adoption all over the world linkage of electronic banking services
creativity of services to regular customer. Banking institutions extent the
networks check and verify transaction and investigation of customer enquiry to
solve the problems in internet banking. E-banking is
the progress of faster solution promote service quality dimensions of every
moments transfer of financial and non financial methods of served among the
banking and customer relationship management day to day increasing e-banking
services in financial institutions.  E-banking
services are highly effective growth of customer satisfied services every
aspects of not only for the financial and also inclusive growth of e-banking
management. Information technology is fundamental strongest development of
internet banking through cash transactions every day change new software
adoption technically reduce the burden on workload and improve services in
successfully.

Review
of Literature

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Amruth Raj and Nippatlapalli
(2013) noted that Customer satisfaction, a term
frequently used in marketing, is a measure of how products and services
supplied b a company meet or surpass customer expectation. Customer
satisfaction is defined as “the number of customers, or percentage of total
customers whose reported experience with a firm, its products, or its services
exceeds specified satisfaction goals. This was one of the three presidency
banks, the other two being the bank of Bombay and the bank of madras, all three
of which were established under charters from the British east India Company.
For many years the pr4esidency banks acted as quasi-central banks as did their
success

Fozia (2013) pointed
that this paper is to determine the
customer’s perception toward the e-banking services. A total of number of
customer taken for the study is 196. Analysis of variance technique is employed
to study the significant relationship between the occupation and customer
perception of e-banking services and significant relationship between the age
and customer perception of e-banking services. The result of the study clearly
shows that different age group of customer and different occupation group of
customers have different perception toward the e-banking services. The results
also propose that demographic understanding about the customer’s perception regarding
the e-banking services o f public and private banks it will help to the banker
to understand the customers need in better way.

Jayalakshmi, Gopalkrishnan (2013)
concluded that modern day banking calls for delivering quality service and it
is considered an effective strategy for success and survival in the competitive
environment. The service quality agenda has now shifted and reconfigured to
include other issues like technology implementation for delivering superior
services. We are analyzing how India’s largest bank SBI has managed to
transform itself. The various technological innovations at SBI are critical
success factors. This case study of transformation of banking technology is an
example to other banks operating in the Indian banking industry. The need for
customer satisfaction and its implications on customer retention is highly
discussed today as the cost of retaining a customer is five times lesser than
acquiring a new one. The technology built by Tata consultancy services for SBI
is world class and has led to its significant development in the customer
database.

 Objectives
of the Study

1.      To
know progress of e-banking services among customers in Kallakurichi Taluk,
Villupuram District.

2.      To
analyze the information technology under risk factors of banking service in
Kallakurichi Taluk, Villupuram District.

3.      To
promotion of information technology through internet banking services in common.

4.      To
offer findings and suggestions to improve the information technology in banking
sector.

Methodology

The present study
is descriptive in nature using both primary data and secondary data. Primary
data were collected through interview schedule from the respondents in the
study area. The secondary data were collected from various journals, magazine,
newspaper related website and records of etc. The collected primary data were
analyzed by using appropriate statistics tools like simple percentage.

Sampling
Techniques

The study is based
simple random sampling technique. The researcher has collected the primary data
through survey fact investigation accounting holder respondents in the study
areas. Kallakurichi divided into three banks as Public, Private and
Co-operative bank. Each bank 50 respondents were selected on the basis of
conveniences sampling techniques. In this regard Pallavan Grama bank 25
respondents collected primary data from customer. Hence, the total sample size
is restricted to 175 respondents for the study.

Scope
and Period of the Study

The present study
undertaken is present study undertaken is performance analysis of Customer
Satisfaction of Information Technology through Banking Institution in
Kallakurichi Taluk, Villupuram District. This study mainly covers information
technology with regard to improve growth of customer service in the study area
and does not cover non-banking financial companies. The period of the study in
collection to secondary data during the years from one year and primary data
were collected during the months from May 2017 to July 2017.

 

 

It is found that
12 percent of the respondents are connected of internet through mobile phone, 4
percent of the respondents are usage of email, 37 percent of the respondents
are ATM card, 9 percent of the respondents are credit card, 10 percent of the
respondents are electronic fund transfer, and 29 percent of the respondents are
online banking service.

Table
-1 Progress of E-Banking Services

Process

Respondents

Percent

(Purpose
E-Banking) Connected of Internet through mobile phone

21

12

Usage
of email

7

4

ATM
card

4

37

Credit
card

16

9

Electronic
fund transfer

17

10

Online
Banking Service

50

29

Total

175

100

(Frequently
Services) Nearest Banking

63

36

ATMs

78

45

Internet Bank

10

6

Tele Phone Banking

24

13

Total

175

100

Hindrance
of Services ATMs

28

16

Internet banking problem

91

52

Lacking of Tele banking

21

12

Impact on mobile banking

35

20

Total

175

100

Impact
on Services ATM card locked

14

8

Machine out of cash

98

56

Non-printing of statement

28

16

Long time waiting in queues

14

8

Automatically reduction without cash
problems

7

4

Technical communication

14

8

Total

175

100

Sources: Primary
Data 2017

It is reveals that
36 percent of the respondents are using nearest banking branch, 45 percent of
the respondents are using ATM, 6 percent of the respondents are using internet
bank, and remaining 13 percent of the respondents are using Tele phone banking
16 percent of the respondents are ATM problems in Information Technology, 52
percent of the respondents are Internet banking problem in information
technology, 12 percent of the respondents are lacking of Tele banking in
information technology, 20 percent of the respondents are impact on mobile
banking in information technology. It is found that 8 percent of the
respondents are ATM card locked in machine, 56 percent of the respondents are
machine out of cash, 16 percent of the respondents are non-printing of
statement, 8 percent of the respondents are long time waiting in queues, 4
percent automatically reduction without cash problems, 8 percent of the
respondents are technical communication.

Table
-2 Problems of E-Banking Services

Problems

Respondents

Percent

Internet
Banking
Not providing necessary information

14

8

Not giving fast response

21

12

Not being able to security requirement

49

28

Waiting for long time for connection of
transaction

70

40

Many steps in processing of financial
transaction

4

4

Unfinished processing of network

8

8

Total

175

100

Mobile
Banking
Lacking sign of are not easy

45

26

Lack of security in transaction

38

22

Lack of appropriate software

27

15

Lack of clear guidelines

18

10

Lacking of quality service

15

9

Options of immediate through network

12

7

Total

175

100

(Tangibility
of Services) Location of the bank

70

40

Sufficient number of ATM

25

14

Cash counting machine

30

17

Banker update innovation technology

35

20

Easy way employee approach

15

9

Total

175

100

Reliability Information
Technology searching on website

86

49

Update of New Version

28

16

Process of Cash Transaction

25

14

Multi ranges of product and customer
service

36

21

Total

175

100

Sources:
Primary Data 2017

It is analyzed
that 8 percent of the respondents are not providing necessary information from
Internet banking , 12 percent of the respondents are not giving fast response
from Internet banking, 28 percent of the respondents are not being able to
security requirement from Internet banking, 40 percent of the respondents are
waiting for long time for connection of transaction from Internet banking, 4
percent of the respondents are many steps in processing of financial
transaction from Internet banking, 8 percent of the respondents are unfinished
processing of network from Internet banking.

It is found that 26 percent of the respondents are
lacking sign of are not easy, 22 percent of the respondents are lack of
security in transaction, 15 percent of the respondents are lack of appropriate
software, 10 percent of the respondents are lack of clear guild lines, 9
percent of the respondents are lacking of quality service, 7 percent of the
respondents are options of immediate through network. It is analyzed that 40
percent of the respondents are tangibility of location of the bank, 14 percent
of the respondents are tangibility of sufficient number of ATM, 17 percent of
the respondents are tangibility of cash counting machine, 20 percent of the
respondents are tangibility of banker update innovation technology, 9 percent
of the respondents are tangibility of easy way employee approach.

It is reveals that
49 percent of the respondents are reliability of information technology
searching on website, 16 percent of the respondents are update of new version,
14 percent of the respondents are process of cash transaction, and 21percent of
the respondents are multi ranges of product and customer service

Table
-3 Customer Services of E-Banking

E-Banking
Services

Responses

Security

Convenient

NR

%

NR

%

NR

%

Customer service

115

66

 

 

 

 

Performance of reasonable service

10

6

 

 

 

 

Cost way information

30

17

 

 

 

 

Handed advanced technology

20

11

 

 

 

 

Security for ATM

 

 

110

63

 

 

Online application filling

 

 

10

6

 

 

Information of banking transaction

 

 

20

11

 

 

Confidential of the bank transaction

 

 

15

9

 

 

Knowledge and Information

 

 

20

11

 

 

Clear Instruction

 

 

 

 

21

12

Through online websites

 

 

 

 

70

40

Approach friendly way working of
processing

 

 

 

 

35

20

Easy and find out alteration

 

 

 

 

21

12

 

 

 

 

 

28

16

Total

175

100

175

100

175

100

Sources:
Primary Data 2017 NR: Number of
Respondents

It is found that
responses of information technology 66 percent of the respondents are customer
services, 6 percent of the respondents are performance of reasonable service,
17 percent of the respondents are cost way information, 11 percent of the
respondents are handed advanced technology. It is exhibit that 63 percent of
the respondents are security for ATM, 6 percent of the respondents are online
application filling, 11 percent of the respondents are information of banking
transaction, 9 percent of the respondents are confidential of bank transaction,
11 percent of the respondents are collections of back ground information. It is
regards that convenient of information technology 12 percent of the respondents
are knowledge and information, 40 percent of the respondents are clear
instruction, 20 percent of the respondents are through online websites, 12
percent of the respondents are approach friendly way convenient working of
processing, 16 percent of the respondents are easy and find out alternation

Suggestions

1.      Private
sector bank must extent the banking services among customer change the
information technology in rural banks. Customer there is no awareness about the
electronic banking technology because the reason of fundamental concepts of
knows your customer in baking services.

E-banking is
transformer of ATM services timely recovery of customer services improve the
advanced technology should be using in public/customers. Banking institutions
follow certain remedies improve society and implementation of