Customer Perception About the Security and Commitment of E-Banking Services Offered by Commercial Banks -- An Empirical Study

Wide usage of Internet for various purposes has changed the entire scenario of banking, business, education, service and communication. E-commerce is the result of internet and has allowed businesses and people to interact and undertake all types of transactions efficiently and easily but in addition to all such gifts, it also involves a serious problem i.e., of security and privacy issues. The study has been undertaken with a purpose to analyse how far the commercial banks have been able to deliver the commitments made by them and how far have they been able to deal with the security issues. The customer's perception regarding the commitment and security offered by commercial banks regarding e-banking services has been the main objective of the study. Stratified sampling method was used and the respondents from all demographics from the state of Rajasthan have been considered. A well designed, pre-tested questionnaire was prepared for this purpose. ANOVA has been used to analyse the significance of the results. It was found that all demographic factors have an impact over the perception of the customers about the security and commitment of e-banking services offered by commercial banks, varied across demographics and was dependent upon the upon the demographic determinants. The differences in the responses was not by chance