Date of Publication :20th April 2018

Abstract: In recent trend, the banking industry around the world has been undergoing a rapid transformation. The deepening of information technology has facilitated better tracking and fulfillment of commitments, multiple delivery channels for online customers and faster resolution of issues. In India too, the wave of deregulation in the early 1990s has created heightened competition and greater risks for banks and financial intermediaries. Internet banking has many advantages over other traditional banking delivery methods. Internet banking provides banks with an increased customer base, cost savings, mass customization, product innovations, improved marketing, and communication, the ability to develop non-core businesses, and the ability to offer services regardless of geography and time constraints. With the development of new technology, Internet banking is expected to become a major banking method for customers. Internet banking reduces costs by providing customers with another means of accessing their accounts without physically visiting a bank. Today, customers expect highest quality services from banks which, if fulfilled, could result in significantly improved customer satisfaction levels. This descriptive research study mainly focuses on investigating the customer satisfaction on Internet Bank Services of the State Bank of India in Thoothukudi district. Data were collected using questionnaires from 100 customers. Appropriate tools were used to find out the level of customer satisfaction on internet bank services of State Bank of India in Thoothukudi.

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