CUSTOMER PERCEPTION AND SATISFACTION TOWARDS ADOPTION OF TECHNOLOGY ENABLED BANKING SELF SERVICES WITH SPECIAL REFERENCE TO CHENNAI CITY

Abstract

Banks play a vital position in the economic growth of a country. It is a financial institute to accept deposit also channels those deposits into lending activities each directly or indirectly. The appearance of private banks and new generation banks have be altered the whole banking operations severely through the use of sophisticated latest technologies like Internet Banking, Automated Teller Machine (ATMs), Electronic Fund Transfer (EFT), debit cards, credit cards, mobile banking, etc. The banks are step into electronic provisioning of help within the self service mode through the different digital channels. Customer perception changes from person to person as well as from time to time since their expectations are increasing forever. The technology enabled self services like net banking, Tele-banking and Mobile Banking that are yet to accomplish broad reach use and adoption. So, the banking institutions can prepare effectual techniques for promoting these services to the recognized segments. The present study is an effort to identify the customer perception towards adoption of technology enabled bank self services in Chennai. Data for this study have been collected using a questionnaire and then analyzed using statistical techniques. The collected primary data were analyzed and interpreted accurately to find the result of the research work. This would also help the banks to plan and implement measures to conquer by retaining existing customers also attract new customers.

Keywords: Customer Perception, Banking services, Technology Enabled Services, Systematic Method, Customer adoption