N. Premavathy, Raghavendran Venkatesan


Banks fulfill customers’ needs by providing satisfactory, acceptable, and reliable services. Overall satisfaction is an essential condition for the success of organizations through cultivating a long-term, mutually beneficial relationship which leads to customer loyalty. The diffusion of online banking is more determined by customer acceptance than by seller offerings. The state of satisfaction depends on a number of factors which consolidate as psychological, economic and physical factors. Many researchers and experts mentioned that, service quality can be enhanced by using advanced information and communication technology (ICT). Today, many banks are internet only banks. There are several major challenges and issues facing the e-banking industry today. State Bank of India, as of December 2013, it had assets of US$388 billion and 17,000 branches, including 190 foreign offices, making it the largest banking and financial services company in India by assets. And it is fully computerized in 2010 itself. The objective of this study is to explore the major factors influenced customer’s satisfaction in SBI Online banking at Chennai. State bank of India has multiple branches in the district. The financial literacy of people of Chennai district is conducive for the purpose of study. Anticipating moderate response rate 50% percentage of branches was proportionately taken from each region. After consultation with Experts the researcher took 700 samples for the study purpose. The sampling method used in the study was Stratified Random Sampling. Henry Garret Ranking method was used to assess the issues faced by SBI online banking customers.


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ISSN : 2251-1563