Internet Banking: An Empirical Study on Acceptance and Perception of Bank Customers in Mysore

Internet banking is defined as the automated delivery of new and traditional banking products and services directly to customers through electronic, interactive communication channels. E-banking provides enormous benefits to consumers in terms of ease and cost of transactions, either through internet, telephone or other electronic delivery. Electronic finance (E-finance) has become one of the most essential technological changes in the financial industry. The study investigates the acceptance and adoptability in the Indian context from customers' point of view and explores the perception of customers about online banking. The study uses purposive sampling and collected primary data through structured questionnaire from 180 bank customers from 20 commercial bank in Mysore. Factor analysis and ANOVA Technique was used to test the hypothesis. Through chi-square test it is found that there is a significant relation of education with adoptability and level of satisfaction with the frequency of internet banking usages. ANOVA technique exhibits that the there is no significant difference in the perception in certain items, safety and easy accessibility has the significant impact on the adoptability and satisfaction of internet banking among the customers. From the research findings, we have given valuable suggestions to banks to educate and inform the customers regarding the advantages of online banking and ensure safety, security and easy to access e-banking in the Indian context to improve the customer relationship with the bank and enhance the number of Internet bank users.