Customer Perception on the Acceptance and Performance of Internet Banking in Public Sector Banks

Abstract

Internet Banking is one of the most promising areas in which today’s banks deal with. They provide easy and simple method to the customers for various financial transactions without any hurdles. The advanced information technology provides full support to the banks for serving their customers. The acceptance of Internet banking has increased gradually and has attracted more and more customers towards banks. The performance can be one criterion on which the acceptance of Internet banking can be judged. Performance is a complex word which itself contains a number of factors which cover all the issues of Internet banking. It can be measured on different factors such as usage, working, security, easiness, simplicity and many more. The present paper explores some major factors responsible for Internet banking based on respondents’ perception of various activities of Internet, on the basis of which we can measure the level of customer satisfaction.