An Empirical Study of Customers’ Perceptions Regarding E-Banking Services in Malwa Region of Punjab

The present paper is an attempt to study the bank customers’ perceptions towards e- banking services. It studies and analyzes the awareness and usage level of bank customers towards e-banking services and identifies the purpose for which e-banking services are used by them. It also determines the factors influencing customers for using or not using e- banking services and suggests the suitable measures for enhancing e-banking services. Data is collected through well structured questionnaire from 500 customers of Public sector banks and Indian private sector banks working in urban areas, semi urban areas and rural areas of Malwa region of Punjab. The study concludes that ATM is the most preferred e-banking channel followed by internet banking and then mobile banking. Credit card and telephone banking are not very popular channels among the customers. Various positive features of e-banking like time saving, up to date, accurate & latest information, more transparency and easy to access/convenient motivate the customers for using e-banking. Lack of security & privacy, lack of knowledge and lack of awareness are the main hurdles influencing the customers for not using e-banking. Considering these factors the study also suggests some strategies for promoting e- banking services.