A Study On Customer Behavior Towards Online Banking In Public Sector

The practice of conducting transactions via online banking has emerged in recent times as an indispensable component of the financial system. In this study, customer attitudes towards various digital offerings made available by the public sector banks in Chennai have been investigated. The study highlights various aspects that influence customer attitudes such as user-friendliness, safety, and convenience. The study adopted a descriptive research methodology with the help of which primary data collected from 60 participants via the use of structured questionnaires has been analyzed using statistical tools such as percentage analysis and Chi-Square test. The findings of the study reveal that although customer adoption rates for ATM and UPI transactions are relatively high, customer apprehensions about technical glitches and security breaches remain. Recommendations have been provided for banks to overcome the issues identified.