E-Banking Services: Impact of Demonetization on Satisfaction of Customers

Abstract

The paper aims to determine the effect of demonetisation on the e-banking services and the consequent impact on the satisfaction of the customers. The study utilised data from 252 customers of private and public banks in India through questionnaires. It was found that the usage of e-banking services has increased after demonetisation. Further, it was observed that the age of the customers was the main determinant of the preference as well as actual usage of the e-services of the banks. Also, the educational qualification of the customers impacted the usage of the services both prior and post-demonetisation. Further, a significant relationship was established between the usage of e-services and customer satisfaction. It was established that the trust in using of the services increased after demonetisation.