Satisfaction Level of Customers in Demographic Variables in Public Sector Banks

Abstract

The aim of our study is to look at the impact of various demographic parameters on Internet banking service excellence, client value, fulfillment, and trust. Increased competition and the emergence of financial liberalization-driven technology are pushing significant changes in the way Indian banks operate and provide services to their consumers. Banks are rapidly going into a new era of fantastic technological banking in order to ensure functional excellence and improved consumer loyalty. Because using technology to provide banking services costs money and time, it's vital to assess whether technological advancements genuinely improve client satisfaction. The aim of our study is to look at the effect of demographic factors on several determinants of consumer satisfaction in the Indian banking industry, as well as their relationship to service quality, value, and overall performance in electronic banking. In Thiruvananthapuram district, Kerala, India, a customer survey (N=290) of Indian public sector banks such as UDC Bank, Indian Bank, and Indian Overseas Bank gathered the required data. According to the data, consumers with a higher level of education and revenue who utilize Internet banking for a large portion of their financial requirements and have done so for a longer period appear to have a higher level of satisfaction. Customers' evaluations of the efficiency, value, satisfaction, and loyalty component of internet banking service were used to determine gender and age.