Competition and constant technological and lifestyle changes have changed the face of India's banking. For its impact on customer retention and firm profitability, customer satisfaction is of crucial importance. It may seem quite logical for banks to shift to as many online banking activities as possible from a technological and costdriven point of view. Banking industry has revolutionized the internet banking services with the help of technology. In recent years, Internet banking has become one of Indian retail banking customers ' widely used banking services. Despite its attractiveness, customer satisfaction with Internet banking service has become a problem due to stiff competition India’s banking sector. For its impact on customer retention and firm’s profitability, customer satisfaction is of crucial importance. An effort has been made in the present research work to find out the various factors what has affected customers, or is still affecting them today, in starting to use online banking services or otherwise. The data have been collected from 300 customers and analyzed using data reduction technique i.e. exploratory factor analysis. The results of the study indicate behavioural intention, customer satisfaction, service quality and trust as most important factors for internet banking usage.
Volume 12 | 04-Special Issue
Pages: 754-763
DOI: 10.5373/JARDCS/V12SP4/20201543