Abstract :
The present study highlights the customer perceptions regarding e-banking services.
The survey of 1200 respondents was conducted in October 2008 in the Ludhiana
district of Punjab. The respondents were equally divided among three bank groups
namely, Public Sector, Private Sector and Foreign Banks. The present study will
investigate thoroughly perceptions of the bank customers regarding necessity of ebanking
services, quality of e-banking services, bank frauds, future of e-banking,
preference of bank customers regarding banks, comparative study of banking
services in various bank groups, preferences regarding use of e-channels and
problems faced by e-bank customers. The major findings of this study is that
customers of all the bank groups are interested in e-banking services but at the same
time they are facing many problems regarding e-banking services like inadequate
knowledge, poor network, lack of infrastructure, unsuitable location, misuse of ATM
cards and difficulty to open an account. Keeping in mind these problems faced by
bank customers, the present paper frames some strategies like customer education,
seminars/meetings, proper network & infrastructure facilities, online shopping
facilities, proper working and installation of ATM machines, etc. to enhance the ebanking
services.
