Usage of Internet Banking among Customers of Punjab: An Empirical Study

In recent years, the Indian banking sector has witnessed a significant digital transformation, with internet banking emerging as a vital service channel. This study investigates the level of usage of internet banking services among customers of public and private sector banks in Punjab. A sample of 400 respondents across 20 banks was surveyed using a structured questionnaire. Descriptive and inferential statistics, including mean comparison and t-tests, were employed to analyse the usage levels. The findings reveal a higher inclination towards internet banking usage among customers of private sector banks compared to their public counterparts. While a significant proportion of users fall under moderate and high usage categories, a notable share still demonstrates limited engagement. The paper highlights the imperative need for banks, especially in the public sector, to intensify efforts toward promoting digital banking adoption through enhanced awareness, usability, and security features. The study contributes to the growing literature on digital banking and offers insights for improving internet banking penetration in India.