Analysis of Problems Faced by Customers During Use of Internet Banking

Abstract

Internet banking (i-banking) has become part and parcel of an individual‟s life. But everyone faces some problems at initial or later stage. The present study, which is exploratory-cum-descriptive in nature, attempts to identify the problems faced by customers during the use of i-banking with a sample of 150 respondents selected by using judgement sampling from the Sirsa district of Haryana. To analyze the data, a set of statistical techniques such as frequency distribution, percentage, mean, standard deviation (S.D.) were used. ANOVA technique has been used validate the results. It is found that customers faced difficulties due to lack of knowledge, lack of proper training, outdated technology, technical bottlenecks, frustration in getting work done electronically, reduced personal efficiency and strain due to i-banking as compared to visits in banks personally. Therefore, it is suggested that banks should develop advanced applications or softwares which are user friendly and compatible with every electronic gadget and easy to learn by the customers.