Study on Customer Satisfaction of Online Banking Service: A Case Study of Kannadi Grama Panchayath

Online banking, or internet banking, is an electronic payment system that allows customers to perform financial transactions through their financial institution. This study investigates the dimensions and attributes that determine online banking service quality, emphasizing that the success of these services depends on customer awareness, acceptance, and satisfaction. A quality measurement framework is proposed to suggest enhancements in online banking service delivery. The research highlights that customer satisfaction is influenced by factors such as user interface design, security measures, customer support responsiveness, and feature availability, including mobile banking and electronic bill payment. The evolution of banking technology in India has led to significant advancements, including online deposits and digital account transfers, making banking processes faster and more convenient. Given the shift towards digital banking, this study aims to provide insights into customer satisfaction levels and identify areas for improvement in online banking services, ultimately contributing to a more effective and competitive banking landscape.