&
Kanika Budhiraja, Assistant Professor, Department of Management Studies, B.M
Institute of Engineering & Technology, Sonepat
Globalisation has been adopted by every advancement use internet applications that
organisation worldwide. Now even allow customers to dial into bank networks
adopt the policy of globalisation while gadgets like tabs, android phones, lap tops
framing any of their strategies. One of the and computers, and to get a host of
major factor which promote the banking services directly from their home
banking sector is also not left untouched accounts from anywhere in the world at
from this technological advancement and any movement of time then it hardly
innovation are always done to leverage the internet banking is need of electronic
standard of mankind and to give convince gadget with an internet connection and if
to society by making the work easy and customer posses these two things then
quick. From last 2 decades technology is he/she need not to standing in long bank
working as major driving force behind the queues for their simple transition and
impact of this technology advancement banks holidays, as now they can access
can be clearly seen in banking sector and the majority of bank services from their
that too especially in developing countries comfort zone itself. Through this research
like India. One of major example of this work an effort has been made to draw
usually seen is banking sector is electronic banking. Since India has the second largest
populated country in the entire world usage of online banking facility. The
therefore it is almost impossible to retrieve research concludes that if skills are
the data even from its small part for the upgraded and cyber security is provided
purpose of analysing customer perception would resultantly increase internet literacy
toward E-Banking. Hence adopting the and there will be enhanced vigour to use
sampling method is best tool in this online banking by consumers.
research work. That is why the sample data Key words: globalization, Technological
will enable us to estimate the customers advancement, E- banking, Services,
perception toward E-banking. But some customer.
points are needed to be considering while Introduction
selecting the sample so that an authentic A Remarkable evolution in the field of
result about customers perception toward information technology can be notice in
e- banking can be characterised without todays era of digitalisation as these
any biasness so that whatever result is innovations has turned the entire world
concluded by research is authentic and into global village. The IT revolution has
reliable. lead to a positive transform that can be
This paper therefore, examines that wheter seen in every industry which mainly
customers' choice of banks is influenced including telecommunication and data
by the quality of ebanking services processing industries. As far as current
provided by it or not. Stratified sampling scenario is considering the use latest
was used; while the survey Instrument was technology in every business has become
a developed Questionnaire comprising mandatory and the business which are
open ended and Likert type of questions. unable to cope up with these new
The Likert type questions have a 5 point technology cannot sustain in market for
scale (indicating 1 strongly disagree to 5 long run. The effect of this technological
strongly agree).secondly personal details change can be noticed in banking industry
and customers' e-banking preference in allot, as in last few years the considerable
Sonepat is considered. The instrument reduction in the queues form for the
contained 23 items and was administered .payment of utility bills or for cash
to about 150 respondents, while 100 withdrawals/deposits can be seen. So its
respondents are using online banking not wrong to say that the IT revolutions
services regularly. The study exposed that has succeeded in reducing the transaction
age; gender and income are three time taken by bankers because of which
important factors that play a vital role in
long bank queue has automatically shorten perceptions regarding e-banking. The
and this eventually lead to more satisfied paper consists of four sections besides
customers which help bank to sustain in introduction viz. review of literature;
banking industry for long time period. But research methodology; results &
still more improvement is demanded by discussion and conclusion.
many of the customers so that the time Review of literature
taken by bank for a single transaction can Some of the researcher has already done
be reduces to its minimum time limit and research work on the topic customer
to fulfil this demand of customers the perception toward e-banking and
internet banking facility came into conclusions of some research are as
existence and this reduces the time taken follows:
by the bankers for passing the transaction Filotto et al. (1997) in his research through
along with this it also lead to reduction in an illustrated concluded that the
paper work and result of all these efforts is acceptance rates of using ATM among
the quick response given to customers youngsters are much higher as comparison
even if they are at their home or office to other age groups.
place and this type of banking was termed Barnett (1998) concluded in his research
as e-banking as in this the Internet serve as that consumers of age group 16-32 feel
a means of interacting with customers. more comfortable while using e- banking
With all these advantages like less paper as compare to adult age group as they are
work, quick services, easy to access, 247 more close to new technology and gadgets.
service internet banking also brought with Mookerji (1998) through his research
it a backlog which is hacking of bank explored that India is adopting this new
accounts which created a sense of technological innovation in banking very
insecurity among e- banking customers quickly and efficiently. Internet banking
and because of this drawback most of has become a most commonly used tool of
customers do not feel safe while doing banking sector especially in Indian but still
online transaction because of this e-banking is on an evolutionary stage can
insecurity a decreases in the overall growth become more reliable and safe from cyber
of e- baking in developing can be seen crime after lot of improvement
easily. Joseph et al. (1999) in his research gave
This paper is a conclusion of a pragmatic more focus on dimensions that internet is
study conducted with an objective of using in influencing banking services.
attaining knowledge about the Customers
During this research they found six threats emphasis is given on security
primary dimensions on which e-banking concept of net banking. According to
service stand and that are quality such as researcher improved customer access,
convenience and accuracy, feedback and offering of more services, increased
complaint management, efficiency, queue customer loyalty, attracting new customers
management, accessibility and are the primary drivers of internet banking.
customization. But in a survey conducted by the online
Mols (1999) accredited in his research that banking association, member institutions
the internet banking is one of the most rated security as the most important
appropriate example of todays innovative concern of online banking.
methods of distribution channel as this has Nyangosi et al. (2009) paper put light on
reduced the waiting time of customers in customers perception toward the
bank branches and along with this it has significance of e-Banking. Research also
also significantly lower down the cost tells about the acceptance levels of e-
structure that bank was having in Banking technologies by different
traditional delivery channels. Internet developing country like India and Kenya.
banking not only cut short the operational The study highlighted the trends of e-
cost to the bank but also leads to higher banking indicators in both countries. The
levels of customer satisfaction and overall result indicates that customers in
retention of customers. As a result internet both countries have developed a positive
banking is very attractive to both banks attitude and they give much importance to
and consumers the emergence of e-banking
Jeevan (2000) in his research highlighted Dr. Uday Singh Rajput (2015) research put
one of the major factor that make the inter focus on reasons behind progress of e-
banking so successful in developing banking in country like India and what all
country like India and that factor is the factor influence perception of people to opt
cheap rate at which internet banking is for e- banking even though it has security
made available to customers and at such a related backlogs in it and how e-banking
reasonable rate they get most of their effect the functioning of banks in
financial transaction done that to without developing country.
coming out of their comfort zone. From these review of literature, it is found
Mishra (2005) in this research paper more that income is one of the essential factors
focus is put on the various recompense and for expanding e-banking. Consumers
threats about internet banking. Among all which belong to 15-35 are more
comfortable in using e-banking service. The idea behind this type of research is to
Convenience and accuracy, feedback and study frequencies, averages, and other
complaint management, efficiency, queue statistical calculations. Although this
management, accessibility and research is highly accurate, it does not
customization were found to be key gather the causes behind a situation.
advantages of e-banking service. In light Descriptive research is used to obtain
of the above findings, the present study is information concerning the current status
undertaken in Indian perspective to find of the phenomena to describe "what exists"
out customer perceptions about online with respect to variables or conditions in a
banking services. situation. The methods involved range
Objectives of the study from the survey which describes the status
The primary objective of this study is to quo, the correlation study which
provided by banking sector. The research Banking. Still people of these areas are not
has based on four objectives and these using all the E- banking services
objectives act as guiding tools for this frequently because they very little more
research paper more over primary data is knowledge about computer and internet; so