Inconvenience in E-Banking: An Empirical Study in Tirupati, A.P.
Authors: Dr. S. Vijayulu Reddy, T. Viswanadha Reddy and Dr. B. Sakunthala
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Information Technology (IT) revolution has ushered a new era for the Indian Banking industry, almost all the banks are using e-delivery channels and they are attracting the customers through the Information Technology. Where this technology is cost effective time saving and also attracting the young and potential customers. The gap is widening among various bank groups i.e. public and private banks in Indian Banking industry. The results reveal that the sample respondents are facing inconvenience through ATM on different aspects. 80.8 % of the sample respondents faced inconvenience with ATM without cash, where as 76.7 % felt problem with ATM out of function. 62.5 % sample respondents stated that the ATM is over crowed and 61.7 % mentioned that they have not received paper statement while transacting with ATM. It is evident from the analysis that the highly educated sample respondents are facing less inconvenience with ATMs when compared to the other educational groups. Even though, the ATMs are regularly using by customers, inconveniences are also regular in ATM services and there is an urgent need to resolve the issues by giving top priority by the banks to provide better customer service. It is suggested to provide more Cash Deposit Machines (CDM) with duel function of deposit and withdraw of cash. The banks should take care of loading CDMs with in time and they should attend to the customer’s queries promptly.