A STUDY OF CUSTOMER PREFERENCE TOWARDS E-BANKING FACILITIES IN COIMBATORE

Abstract: Technological development has brought major changes in the banking industry, especially through the introduction of electronic banking services. This study explores customer preference towards e-banking facilities in Coimbatore city. The research focuses on understanding the level of awareness, frequency of usage, customer satisfaction, and the challenges faced while using digital banking services such as mobile banking, internet banking, ATM services, and UPI payments. Primary data were collected from 150 bank customers using a structured questionnaire. Younger customers show higher usage compared to older age groups. Although the majority of respondents express satisfaction with e-banking services, concerns related to security and internet connectivity still influence customer confidence. The study suggests that banks should improve security measures and provide awareness programs to enhance customer trust and promote wider adoption of e-banking services.

Keywords: E-Banking, Customer Preference, Online Banking, Mobile Banking, Customer Satisfaction, Digital Transactions etc.,