Linking Customers' Perceptions With E-Banking Services in Punjab

Abstract

In the banking industry, technology has changed the way customers access the services offered by the banks. The present study investigates the factors that entice customers to use e-banking services. Data were collected from 600 respondents with the help of questionnaire from three regions of Punjab-Malwa, Majha, and Doaba and further six districts (i.e., Ludhiana and Patiala, Gurdaspur and Amritsar, and Hoshiarpur and Jalandhar). Further, 25 customers were interviewed from each bank (SBI, PNB, ICICI, and HDFC) chosen from the selected districts. To analyse customers' perceptions regarding preference and non-preference for e-banking services, the Kruskal Wallis test was implemented. A highly significant difference was found among the perceptions of customers regarding e-banking services with respect to demographics. A significant difference in customer perceptions existed in Gurdaspur and Jalandhar districts. No significant difference in customers' perception scores towards e-banking among the interactions (age, occupation, and income) of public and private sector banks was found.