CUSTOMERS' SATISFACTION TOWARDS INTERNET BANKING OF ICICI BANK LIMITED - A STUDY IN ERODE CITY

Abstract

The study has been conducted in order to meticulously evaluate and examine the level of satisfaction towards internet banking services. The purpose of this study is also to observe and analyze the purpose of using internet banking, reasons for chosen internet banking, satisfaction of customers towards internet banking and to find out the problems encountered by the customers. The primary data for this study was compiled through well-structured questionnaire filled in on a one-to-one basis by 120 customers of ICICI Bank. The study results clearly indicated that the majority of the users of internet banking were in the high level of satisfaction. Hence, the study highlights the important points that ICICI Bank's top management must consider in order to increase the number of internet banking users and to improve their service quality