Customer Perception Towards Online Banking

Online banking is a turning point for the banking sector in the Covid- 19 pandemic. In this article, we intend to investigate the acceptance of the customers towards online banking by examining the services which are mostly preferred by the customers in the outbreak of coronavirus and also suggesting that banks enhance the user-friendly interface in online banking. The banks have facilitated in providing online banking services to their intended customers by reducing their visits to the branches. This paper is based on an exploratory research sampling technique by conducting a survey through a structured questionnaire which was designed using the 5- point Likert scale and the information gathered from the secondary sources. Karl Pearson’s correlation is used to analyze the finding of the data that has been collected. The study reveals that customers mostly prefer online banking services over branch banking due to cost-saving, reliability, convenience, user and environment-friendly system. The consciousness caused due to the lack of knowledge and the cybercrime issue has created a barrier in the path of online banking. We infer that the services such as operations history, standing orders, applying for savings accounts and insurance are least preferred by the users of online banking. The findings of this research will stimulate banks to improve their online banking services which are less availed by their customers. The impact of coronavirus has now reinforced the trend of online banking which is likely to continue even after the crisis passes. Thus, there is a need to develop and strengthen online banking services by focusing on safety and security, trustworthiness and enhancing knowledge of the customers.