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THE MEASURMENT OF THE PERCEPTION OF CUSTOMERS TOWARDS
INTERNET BANKING SERVICES IN RAMANATHAPURAM DISTRICT

Customers are the most important assets of any business. The success and failure of any business
depends upon how far they satisfy the expectation of their customers. The increase in volume of
customers automatically lead to deterioration in quality of customer services. Banks are an important social organization
rendering valuable nancial services to its customers. Realizing the importance of customer service in banks,
recommendations are made by various committees to improve the services quality of banks. The nationalization of major
commercial banks led to 'Mass banking' which in turn increased the volume of customers. In the present study primary and
secondary data have been used. In the study convenient random sampling technique has been adopted for selecting a sample
of 225 respondents who have used internet banking in Ramanathapuram district in selected banks through questionnaire. The
present study focuses on components used for measuring the satisfaction of the respondents towards internet banking, level of
satisfaction towards banking products and services and problems faced by the respondents in internet banking It is clear from
that responsiveness (Promptness with which employees willing to serve) is a factor which is considered for measuring the
perception of the respondents towards internet banking followed by courteous service (Individual attention and make them feel
as special).