Asian Journal of Research in Business Economics and Management
Year : 2012, Volume : 2, Issue : 5
First page : ( 125) Last page : ( 139)
Online ISSN : 2249-7307.

Customer Satisfaction of Internet Banking: A Study of State Bank of India Imphal, Manipur

Singh S. Sureshkumar, Research Scholar, Dr. Meitei Ch. Ibohal, Associate Professor

Manipur Institute of Management Studies (MIMS), Manipur University (A Central University), Imphal-795003, India.

Online published on 11 May, 2012.

Abstract

Today is the age of information technology and due to its faster advancement there has been tremendous change in our day to day business activity. Development in information technology also has made an impact on banking sector especially the customer satisfaction of the banks. This paper aims to determine the differences of satisfaction level between the various demographic profiles of internet banking users in Imphal. Samples are collected through structure questionnaire consisting 26 factors. The sample collected is analyzed using simple statistics like descriptive statistics analysis, ANOVA test, factor analysis etc, the hypothesis were also tested as it deem fit. Using factor analysis 26 factor were reduced to five factors and ANOVA and t-test were used for different demographic group of internet users are conducted. It is found out that there is no any significant difference between the various demographic groups of internet banking users. The result may be useful for those banks providing internet banking service in Imphal to carry forward the internet banking services for value addition with respect to changing business environment as well as demographic group.

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Keywords

Information technology, banking, satisfaction, satisfaction level, statistical analysis.

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