CUSTOMER AWARENESS TOWARDS E-BANKING MANAGEMENT FOR MAINTAINING A SUSTAINABLE ENVIRONMENT

Abstract

Objective: The financial sector and banking support the economy as a whole. The objective of this study is to determine the extent to which consumers are conscious of the benefits of e-banking, the role of demographic factors in determining their satisfaction with e-banking, and the overall satisfaction level with bank services. Theoretical Framework: The study focuses on the financial sector and banking, exploring how private sector banks in India fulfil statutory and regulatory obligations while providing basic banking and para-banking services. Method: The research incorporates both primary and secondary sources and includes three public banks in Kerala, India: Bank of India, Indian Bank, and Union Bank of India. Each bank is considered a separate population, and a sample of 513 bank customers is selected from each region. The Cochran sample size calculation formula is used to determine the appropriate sample size. Statistical analysis, including multivariate analysis of variance and chi-square tests, is conducted using the Statistical Package for the Social Sciences (SPSS). Results and Conclusion: The findings indicate that bank consumers are satisfied with the e-banking environment and management. Implications of the Research: The research has implications for the banking industry, highlighting the importance of e-banking and demographic factors in customer satisfaction. The findings can inform banks in improving their electronic banking options and overall service quality. Originality/Value: This study contributes to the existing literature by examining consumer satisfaction with e-banking specifically within the context of public banks in Kerala, India.