CUSTOMER PERCEPTIONS OF E-BANKING SERVICES IN PUBLIC AND PRIVATE SECTOR BANKS: AN EMPIRICAL STUDY

Abstract

This research explores how consumers perceive the e-banking services which are provided by both public and commercial banks; it will specifically examine the demographics of the customers such as age and gender. The descriptive and comparative form of research design was adhered to and primary data was collected via a structured questionnaire on 155 respondents. Chi-square test, t-test, percentage analysis and Variance Analysis (ANOVA) were the statistical techniques applied in the analysis of the data. The results show that the perceptions of the customers towards age and gender have little difference. Other respondents (except those aged above 45 years) did not show any significant differences in the satisfaction level between the public and the private sector banks, but respondents in the age group above 45 years showed statistically significant differences. The findings suggest that similar e-banking services are offered by the two banking sectors and the aspects of service quality play a bigger role in shaping the perceptions of the customers than the demographic characteristics. The research offers practical information to financial institutions and policy makers to improve customer satisfaction and service delivery and encourage efficient utilization of e-banking services.