E-Banking - A Study on Awareness and Satisfaction of Customers with Reference to Commercial Bank of Ethiopia

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1 E-Banking - A Study on Awareness and Satisfaction of Customers with Reference to Commercial Bank of Ethiopia Dr Subramanian. S Professor of Finance, Dilla University, Ethiopia ABSTRACT Electronic banking helped in modernizing the financial systems, creating economic transparency and contributing to greater predictability, liquidity and stability. The most important advantage and the main reason for migration to electronic banking(e-banking) from traditional paper based banking is to improve operational efficiency by means of reducing transaction time and costs which has helped companies, governments and other end users of e-banking products. Technology provides more opportunity to the customers as well as the banker for their convenience with or without awareness of e- banking products and its services. The banks need to provide necessary information regarding their products and services to maximize customer satisfaction. Product awareness and customer satisfaction is very important tool for successful marketing and business growth. This main objectives of this research study makes an attempt to understand and test whether the customers are aware of the product or not, if aware, they are satisfied or not, if satisfied then what is the level of satisfaction. This study also makes an attempt to analyze and test if there is an association between awareness and satisfaction level of e- banking customers with reference to Commercial Bank of Ethiopia (CBE) Dill Town, Ethiopia. Based on the primary sources of information collected under convenience sampling method and were analyzed by SPSS. Key words: e-banking, customers, awareness, satisfaction, e-payments, CBE. INTRODUCTION E-banking facilitates an effective payment and accounting system thereby enhancing the speed of delivery of banking services considerably. While e-banking has improved efficiency and convenience, it has also posed several challenges to the regulators and supervisors. Several initiatives taken by the Government of Ethiopia as well as the National Bank of Ethiopia (NBE) have facilitated the development of e-banking. Daniel (1999) defines electronic banking as the delivery of banks' information and services to customers via different delivery platforms that can be used with different terminal devices such as a personal computer and a mobile phone with browser or desktop software, telephone or digital television. E-banking is an umbrella term for the process by which a customer may perform banking transactions electronically without visiting a brick-and-mortar institution ( According to Karjaluoto (2002) electronic banking is a construct that consists of several distribution channels. It should be noted that e-banking is a larger concept than banking via the Internet. The Internet is a main delivery channel for electronic banking and its value to customers and banks is continuously increasing (Mattila, 2001). The face of the banking sector has changed rather considerably in recent years. One of the major contributors to this changing face has been the increasing use of the internet and other electronic channels for effecting banking and financial transactions. To-day, banks offer services like internet banking, mobile-banking, payment of bills on cards, ATM withdrawals which have had a major impact on the economic growth especially because they have led to the reduction of transaction time or increased the reach of banking and financial sector to sections of people previously unexposed to banking and financial services. All these new range of services are offered under the umbrella of ebanking. Impact has become quite clear that the advent and proliferation of E-banking has played a sizeable and significant role in promoting economic growth and development. It has been seen that the use of electronic banking has widened the reach of banks to the people previously excluded from the banking system thereby improving the quality of living of such people by providing access to banking and financial services. It has become well recognized that the use of e-banking helps in increasing the transparency of the banking system. This has become especially important due to the latest > RJSSM: Volume: 06, Number: 02, June 2016 Page 12

2 international initiatives in relation to anti-money laundering. The movement from paper based payment systems to electronic means of payment that the funds being transferred are easily track able. This also adds to the accountability of funds in an economy. VISA has estimated that electronic payment networks, by increasing the efficiency and velocity of payments has the potential to create cost savings of at least 1 percent of the GDP annually over paper based systems in any given economy( visa.com). SIGNIFICANCE OF THE STUDY With the advancement of technology, banking sector has become more easy, fast, accurate and also time saving. ATM, Mobile Banking, Card based Banking and Net Banking is only the tip of an ice-berg. In the liberalized, privatized and globalized banking environment, e-banking is the only solution for banks and other financial service providers to gain competitive edge, operational efficiency and direct marketing opportunity. Currently, most of the people are always busy that they have no time to spend to do branch banking. Due to this, the use of e-banking is increasing dayby-day. E-banking will offer a transparent environment to compare the cost and quality of services offered by a variety of financial institutions. As a result the focus is going to shift from generic banking service to customized banking services. Technology provides more opportunity to the customers as well as the banker by the convenience of e- banking products while customers awareness is doubtful. The banks need to provide necessary information regarding their products and services to maximize their customers awareness for satisfaction. In this background, the researcher made an attempt to find out whether the customers are aware of the e-banking product or not, if aware, they are satisfied or not, if satisfied then what is the level of satisfaction is the significance of the study. Many studies have been conducted abroad with respect to e-banking products and characteristics of customers but in Ethiopia, only limited studies have been made so far. Due to lack of research on the perceptional and attitudinal level and lack of popularity in e-banking product in Dilla Town of Ethiopia, it was felt necessary and important to conduct a study to know the perceptions and satisfaction level of users on various types of e-banking services offered by the bank. Aim of this study was to examine the customers feedback and their knowledge regarding e-banking which can enable the financial institutions or banks to adopt a right business strategy and growth. REVIEW OF LITERATURE A review has been done primarily to identify appropriate methodologies and a subset of the articles/reports which has been reviewed. A few important literatures on e- banking products are: Sweetha Regina Mary (2015) stated that the customers have moderate level of awareness and neutral level of satisfaction in e-banking services. Renuka and Paulrj (2014) studied the ATM facility which has been extended to all accounts holders of all the banks and reported that all the respondents are fully satisfied with the functioning of ATMs. Among the services offered by the banks, ATM services play key role to minimize customers time and energy. John Jayaseelan Ramola Premalatha ( 2014) the study is found that the majority of the customers are reluctant to use internet banking. The demographic variables except gender and qualification have a strong relationship with the acceptance of internet banking. Shariq and Tondon (2012) observed that the customers prefer ATM use over other e-banking services that are nearly 95 per cent of respondents use ATM services followed by internet banking, and phone banking. Ramraj (2012) studied the strength and weakness of the ATM services provided by the banks. This study reveals the customer s satisfaction with regards to ATM services. Jayaraman Munusamy. et.al (2012) studied on the adoption of retail internet banking among consumers in the Klang Valley, Malaysia and the impact of demographics factors on such adoption behavior. Based on his findings younger consumers are more likely to adopt internet banking. Tuli, Khatri and Yadav (2012) analyzed that most important factor which influence customer to use the ATM services is convenience and availability of machines. Kumbhar (2011) observed that cost > RJSSM: Volume: 06, Number: 02, June 2016 Page 13

3 effectiveness of ATM service and quality dimensions is approximately same in public and private sector banks which significantly affects overall customer satisfaction. Al-Jadeed (2007) in his thesis stated that the emergence and evolution of e-banking in Saudi Arabian e-banking constituency- building process which shows socio- technical alignment by each one of the specific Saudi banks. E-banking has to be a delivery channel that replicates and replaces many of the physical functions of a bank currently performs (Goi, 2005). The future growth of e-banking issues of security and privacy must be removed (Yousafzai et al, 2005). Siam (2004) studied the effects of electronic banking on bank s profitability in Jordan. Yibin (2003) stated that the e-banking not only improves the access to finance particularly for SMEs but also allows access to finance with better and more competitive rates which enable use of online banking as a new delivery tool to improve access to finance and to alleviate financial constraints. The empirical research that was carried out in Malaysia to study the customers preference for electronic banking which reveals that accessibility of Internet, awareness of e-banking, and customers reluctance to change are the factors that significantly affected the usage of e-banking in Malaysia (Sadiq Sohail and Shanmugham, 2003). Unnithan and Swatman (2001) focused on e- banking with regards to Australia and India and found that Australia is a country with Internet ready infrastructure as far as telecommunication, secure protocols, PC penetration and consumers literacy is concerned. India, by comparison, is overwhelmed by weak infrastructure, low PC penetration, developing security protocols and consumer reluctance in rural sector. Guru et al (2000) examined the various electronic channels utilized by the local Malaysian banks and accessed the consumers reactions. It was found that Internet banking was nearly absent in Malaysian banks due to lack of adequate legal framework and security concerns. HYPOTHESES On the basis of the respondents responses, the following important statistical null hypotheses were formulated and tested. 1. There is no association between level of awareness and satisfaction among the customers. 2. There is no significant difference between demographic profiles of customers and level of satisfaction. METHODOLOGY Various services were identified and listed in the questionnaire handed over to customers. Based on the classification of e-banking services given in the tables, customers awareness was evaluated by using the Yes/No pattern, giving one point for YES response and Zero for NO response. The satisfaction of the respondents towards e-banking services were assessed based on the Five point Likert scale given in the questionnaire (both Amharic and English version) and the point allotted to them are: Highly dissatisfied 1; Dissatisfied 2; Neither satisfied nor dissatisfied 3; Satisfied 4; Highly satisfied - 5. The descriptive and inferential analysis for each and every service mentioned in the questionnaire was arrived at both awareness and satisfaction level. Based on the findings of the previous study (Subramanian, 2016) majority of the customers awareness and using e-banking products were belongs to Commercial Bank of Ethiopia (CBE), it is one of the major bank owned by the Government of Ethiopia and no other banks was popular in providing e-banking in Dilla town. Due to lack of popularity of other banks in this area the study was limited to the extent of CBE customers. The sampling unit distributed sparsely, many of the respondents refused and some of the respondents did not cooperate in filling questionnaire. So the samples were selected under convenience sampling method which involves purposive or deliberate selection of the particular unit. The questionnaire was distributed to three hundred and fifty (350) respondents, the area covered 10 km in and around Dilla Town. Due care was taken to see that the sample included in the respondents belonging to various section of the society with varied qualification, income, profession, marital status, sex and age. The data were collected from the bank ATM centers, shopping centers, markets places, hotels etc., After follow-up of the 350 distributed questionnaires, 304 responded of which 255 usable were received. Among 255 samples collected from various banks customers, 177 respondents were from CBE. Thus, only 177 respondents responses were taken into consideration for this analysis. Primary > RJSSM: Volume: 06, Number: 02, June 2016 Page 14

4 and secondary sources of information were used. According to chosen methodological research approach, the quantitative data was analyzed statistically using SPSS. RESULTS AND DISCUSSION On the basis of the analysis and tests the results of the study can be summarized as follows: Table 1 shows bank-wise classification of the customers. Among the total 255 respondents per cent belongs to CBE customers, per cent of Dhashen bank and remaining per cent belongs to other Banks. It is also noted that some of the respondents having account with more than one bank. It reveals that majority of the respondents were from CBE. Table 2 shows the majority (63.5%) of the respondents are facing the problems of using their ATM services of the banks. Table 3 shows the various problems faced by respondents in using the ATMs services of the banks. It reveals that 55.6 per cent of the respondents experienced the problems of poor connectivity, 21 per cent experiences inadequate ATMs leading to long- queue, 11.7 per cent of respondents faced insufficient cash balance with their ATMs and remaining 6.2 per cent of the customers experienced all the above problems. It shows that majority of the customers faced the problems of poor connectivity, followed by inadequate number of ATM facility and insufficient cash balance, hence, it is suggested that all the banks should provide appropriate infrastructure required to solve the problems and allowing customers to withdraw money at any bank ATM at anytime for increasing usage and satisfaction. Table 4, shows the opinion of e-banking users which reveals that 52.4 per cent for convenience, 12 per cent of respondents prefer for time saving, 11.1 per cent of no risk of carrying cash and 9.8 per cent felt that there is no distance barriers. It reveals that majority of the respondents preferred e-banking for convenience. Customers are interested in e-banking services for convenience but they are facing problems such as insufficient ATM, inadequate cash balance in the ATM, poor connectivity or network etc., which can be alleviated in time bound manner for improving usage of e- banking. Table 5 states the overall awareness of the e-banking services of the banks. It reveals that overall awareness level of e-banking is an average except ATM services. The banks should adopt suitable policy to increase customer s awareness through the benefits and safety, motivation of incentive/subsidies, frequent customer s awareness camp/meet, attractive media of advertisement etc. to create e-banking product awareness among them. Table 6 shows satisfaction on equality of various dimensions of e-banking services provided by CBE. Based on mean score net banking services such as transfer of funds, view account statement, salary and provident fund upload for corporate are the most important factors of satisfaction followed by these are mobile alert, balance enquiry and SMS notification. The least factor is bill payment, request for stop payment on cheque, view exchange rate, cash advance for card transaction and so on. It is suggested that bank should take steps to improve net banking and mobile banking services for better level of satisfaction. Table 7 shows overall level of satisfaction of the e-banking services provided by CBE. It reveals that level of satisfaction is moderate and on an average. Bank should improve the level of satisfaction of e-banking products by way of providing simplified infrastructure for easy accessibility of internet to the customers for increasing more usage and satisfaction. Hypothesis I was carried out using t-test to analyze the significant difference between satisfaction of male and female respondents. Significant difference was found between male and female respondents regarding e-banking services and overall satisfaction that is females are more satisfied than males. Hypothesis II deals with the test for significant difference between the age groups with respect to various dimensions of e-banking services for satisfaction. Since P value is less than 0.01, the null hypothesis is rejected at 1 % level of significance. Hence there is highly significant difference between age group with respects to internet banking and overall satisfaction. Since P value is less than 0.05, the null hypothesis is rejected at 5 % level of significance. Hence there is a significant difference between age group with respect to mobile banking for satisfaction. There is no significant different between age group with respect to other dimensions of e-banking services for satisfaction, since P value is greater than It reveals that there is a significant difference between age group and overall satisfaction of customers with regard to mobile banking and internet banking. Based on Duncan Multiple Range Test (DMRT), the age group above 40 significantly differs with other age groups for mobile banking, > RJSSM: Volume: 06, Number: 02, June 2016 Page 15

5 internet banking and overall satisfaction. There is no significance difference between the age group and satisfaction with respect to ATM and POS (card) terminal services that are age does not influence the customers satisfaction. Hypothesis III test was conducted for significant difference between the educations with respect to e-banking services for satisfaction. Since P value is less than 0.01, the null hypothesis is rejected at 1 % level of significance. Hence there is highly significant difference between education with respects to ATM, internet banking. Since P value is less than 0.05, the null hypothesis is rejected at 5 % level of significance. Hence there is a significant difference between educations with respect to mobile banking services. There is no significant different between education with respect to other dimensions of services, since P value is greater than It shows that there is significant difference between education and overall satisfaction of customers regarding ATM, Mobile banking and internet banking. Based on Duncan Multiple Range Test (DMRT), there is significant difference between higher qualified with respect to ATM, Mobile banking and overall satisfaction that is higher qualified (doctorates, graduates and post graduates) are more satisfied than others. Hypothesis IV test was to find the significant difference between occupation with regard to various dimensions of e-banking for satisfaction Since P value is less than 0.01, the null hypothesis is rejected at 1 % level of significance. Hence there is highly significant difference between occupations with respects to mobile banking. Since P value is less than 0.05, the null hypothesis is rejected at 5 % level of significance. Hence there is a significant difference between occupations with respect to ATM services for satisfaction. There is no significant different between occupation with respect to other dimensions of services, since P value is greater than It reveals that there is a significant difference between occupation and overall satisfaction of customers. Based on Duncan Multiple Range Test (DMRT), there is a significant difference between government and private employees regarding ATM services and with respect to mobile banking there is a significant difference between private employees and professional and there is no significant difference between other categories of employees for satisfaction. Hypotheses V test to analyses the association between level of awareness and satisfaction of e- banking services. Since P value is less than 0.01, the null hypothesis is rejected at 1 % level of significance. Hence there is an association existing between level of awareness and satisfaction. It reveals that the overall level of awareness and satisfaction is moderate and an average. It means that the level of satisfaction increases with increasing awareness. So, the CBE should take necessary steps to increase awareness for more satisfactions of the customers. Table 13 shows the relationship between various dimensions of e-banking awareness and satisfaction. There is a close relationship of 78 per cent of ATMs services, followed by 73 per cent with regard to mobile banking services, 68.5 per cent of internet banking services, and 63.9 per cent of point of sales (Card) terminal services for overall satisfaction. It reveals that there is a close association between awareness and overall satisfactions of CBE customers. CONCLUDING REMARKS AND MANAGERIAL IMPLICATION Based on the outcome of the study, it is evident that there is an association between level of awareness and satisfaction of e-banking offered by the Commercial Bank of Ethiopia. The overall level of awareness and satisfaction is moderate and on an average that is satisfaction increases with increasing awareness. It is suggested that the bank should take necessary steps to improve their e- banking products awareness through customers awareness camp or training, attractive media of advertisement, government transaction through electronic mode, allowing customers to withdraw money from any bank ATM at anytime, incentivizing net banking, mobile banking and other electronic payments, creating confidence in the minds of customers about e-banking benefits and safety, simplified infrastructure for easy accessibility of internet etc., which can improve the level of awareness, usage and satisfaction. The banker or policy maker should take further initiatives such as providing tax breaks on the use of cards to customers and reduction in VAT (value added tax) to merchants for accepting card payments will accelerate pace of electronic banking which lead to strengthen overall currency > RJSSM: Volume: 06, Number: 02, June 2016 Page 16

6 ecosystem. Electronic banking can help to mitigate costs and risks associated with cash, ensure transparency and facilitate tax compliance. The researcher has also suggested that the government should announce policies and legal framework which help to accelerate shift from traditional to electronic banking, moving to a cashless economy over a period of time can increase the revenues of the government as the share of the taxable population expands. One of the major benefits of the increased use of electronic banking is assisting in financial inclusion and overall economic development but banks offering these services still have a long way to go due to lack of infrastructure development of the country. The major limitation of the study is lack of e-banking product awareness and popularity among the customers of other banks in this area. This may be the scope for further study in future. APPENDICES: Table 1 Bank wise classification of the respondents Yes No Name of the Bank Count Percent Count Per cent Total Commercial Bank of Ethiopia(CBE) Dashen bank Other banks ** ** Note: Other banks such as Awash International Bank, Addis international bank, Bank of Abyssinia, Construction and Business Bank, Cooperative Bank of Oromia, Development Bank of Ethiopia, Lion International Bank, NIB International Bank, Oromia International Bank, South global bank, United Bank, Wegagen Bank. Table 2: Problems of using ATMs services Frequency Percentage Yes No Total Source: primary data Table 3: Problems experiences in ATM channels Problem experienced Frequency Percentage ATM is inadequate Insufficient cash balance Lack of connectivity Inconvenient location All the above Total Source: primary data Table 4: Opinion of e-banking services of the banks Opinion Frequency Percentage Convenience Time saving No risk of cash carrying No distance barriers All the above Total > RJSSM: Volume: 06, Number: 02, June 2016 Page 17

7 Table 5: Overall awareness of e-banking services of the banks Yes No ATMs SERVICES Count percent Count Percent Total Cash withdrawal Balance enquiry Mini-statement Fund transfer between accounts PIN change, reset Forex services Mobile recharge, top up Any time, 24/7 access Bill payments Access account at any branch ATMs MOBILE BANKING Mobile alert for transaction Fund transfer facility Balance enquiry Account information Instant notification through SMS POINT OF SALES(Card)TERMINAL Cash advance Various payments Fund transfer Mobile top up INTERNET BANKING Check balance and transactions View account statement Transfer funds between accounts Salary and provident fund upload for corporate View or download exchange rate Payment to third parties Cheque book request Request for stop payment on cheque Source: primary data Table 6: Mean and SD of satisfaction on equality of E- Banking services of CBE customers E-Banking services N Mean S D ATM SERVICES Cash Withdrawal Balance Inquiry Mini-statement Fund transfer PIN change, reset etc., Forex services Mobile recharge, top up /7 access, anywhere, anytime banking Bill payments Access account at any of the bank s ATM MOBILE BANKING SERVICES Mobile alert for payment > RJSSM: Volume: 06, Number: 02, June 2016 Page 18

8 Fund transfer facility Balance enquiry Account information Instant notifications through SMS POINT OF SALE(CARD)TERMINAL SERVICES Cash advance Various Payments Fund transfer Mobile recharge, top up INTERNET BANKING SERVICES Check Balance and transactions View account statement Transfer of funds Salary and provident fund upload for corporate View or download exchange rate Bill payments to third parties Check book request Request for stop payment on cheque Source: primary data, N - Number of respondents, CBE-Commercial Bank of Ethiopia Table 7: Level of satisfaction of CBE customers Level of satisfaction Frequency Percentage Low Moderate High Total Source: primary data HYPOTHESIS I Null Hypothesis: There is no significant difference between male and female with respect to various Table 8: t- test for significant difference between male and female with respect to various Gender Dimension of e-banking services Female Male t value P value Mean SD Mean SD ATM Services Mobile Banking Services Point of sale Terminal Services Internet Banking Overall Satisfaction ** Note: **P value denotes significant at 1 % level, HYPOTHESIS -II Null Hypothesis: There is no significant difference among age group with respect to various > RJSSM: Volume: 06, Number: 02, June 2016 Page 19

9 Table 9 ANOVA for significant difference among age group with respect to various dimension of e- banking services for satisfaction of CBE customers Age (years) Dimension of e- banking services Upto Above 40 F value P value ATM Services (7.99) (9.74) (3.73) (13.26) Mobile Banking Services 7.60 a 8.95 a 6.40 a b (3.50) (5.82) (2.13) (5.29) * Point of sale Terminal Service Internet Banking Overall Satisfaction 6.00 (2.19) 8.00 a (.00) a (13.77) 5.33 (4.06) a (7.30) a (21.75) 1.50 (.55) 6.50 a (.55) a (7.62) 5.00 (2.19) b (4.38) ** b (31.22) ** Note: **P value denotes significant at 1 % level, *P value denotes significant at 5 % level, Different alphabets between age group denote significant at 5% level using Duncan Multiple Range Test. HYPOTHESIS-III Null Hypothesis: There is no significant difference among education with respect to various Table 10 ANOVA for significant difference among education with respect to various ATM Services Education level Doctorate PG UG 12th 10th Others a a (8.81) Mobile Banking Services a (6.25) Point of sale Terminal 5.50 Services (2.74) Internet Banking 8.00 (.00) Overall Satisfaction b (19.31) a (8.59) 8.22 a (4.87) 4.00 (1.50) 9.33 (4.77) b (17.00) Note: PG-post- graduates, UG-Undergraduate a (10.26) 9.24 a (5.78) 5.22 (4.58) (7.72) b (24.10) a (8.64) 7.50 a (4.09) 4.00 (3.12) (6.57) a (17.24) b (6.91) (6.56) 5.25 a c (3.25) (7.12) (.00) (0.00) a (9.26) a (29.12) F P value value ** * ** * HYPOTHESIS -IV Null Hypothesis: There is no significant difference among occupation with respect to various > RJSSM: Volume: 06, Number: 02, June 2016 Page 20

10 Table 11: ANOVA for significant difference among occupation with respect to various Dimension of services ATM Services Mobile banking Occupation B G P Pr Others ab b a ab ab (8.69) (10.37) (8.66) (10.41) (7.06) 7.50 ab bc 6.00 a c 8.11 abc (5.39) (6.02) (3.99) (10.41) (2.12) F Value P value * ** Point of sale Terminal (2.65) (4.44) (.55) (.00) (2.29) Internet Banking (8.72) (6.21) (10.76) (.00) (.00) Overall Satisfaction (23.48) (23.76) (18.67) (26.29) (10.77) * Note: B-businessman, Government employee, P-private employee, Pr-professional HYPOTHESIS -V Null Hypothesis: There is no association between overall awareness of e- banking services and level of satisfaction of CBE customers Table 12 Chi-square test for association between overall level of awareness and satisfaction of CBE Customers Level of Awareness Low Moderate High Total Level of satisfaction Low Moderate High Total (82.4) (17.6) (0) (100.0) [ 87.5] [11.1 ] [ 0 ] [28.8 ] 6 (7.7) 60 (76.9) 12 (15.4) 78 (100.0) [12.5] [74.1] [25.0] [44.1 ] (0) (25.0) (75.0) (100.0) [ 0 ] [14.8 ] [75.0] [27.1 ] 48 (27.1) [100.0] 81 (45.8) [100.0] 48 (27.1) [100] 177 (100) [100.0] χ 2 value P value ** Note: 1. The value within ( ) refers to Row Percentage 2. The value within [ ] refers to Column Percentage, 3. ** Denotes significant at 1% level Table 13 Correlation co-efficient between overall level of satisfaction and awareness of CBE customers e- banking services Awareness of services ATM services Mobile Banking Point of Sale(card) Internet banking Overall satisfaction Source: primary data. > RJSSM: Volume: 06, Number: 02, June 2016 Page 21

11 REFERENCES Al-Jadeed, M.N A strategic perspective on the emergence and evolution of e-banking in Saudi Arabia. Unpublished Doctoral Thesis, UK: University of Edinburgh, chapter Summary pp.14. Daniel, E Provision of electronic banking in the UK and the Republic of Ireland. International Journal of Bank Marketing, Vol.17, no.2, pp Goi, C.L E-banking in Malaysia: opportunity and challenges. Journal of Internet Banking and Commerce, vol.10, no.3 pp.1-8. Guru,.B Vaithilingam, S. Ismail, N. and Prasad, R Electronic banking in Malaysia: A note on evolution of services and consumers reactions. Journal of Internet Banking and Commerce, vol.5, no.1, pp Jayaraman munusamy et.al Adoption of retail internet banking: A study of demographic factors. Journal of internet banking and commerce, vol. 17, no.3, pp1-14. John Jayaseelan Ramola Premalatha Influence of Demographic Profile on Acceptance of Internet Banking in a Non Metro City in Tamil Nadu, India- An Empirical Study. Journal of Internet Banking and Commerce, December 2014, vol. 19, no.3 pp.1-15 Karjaluoto, H Electronic Banking in Finland: Consumer Beliefs, Attitudes, Intentions, and Behaviours. Unpublished Doctoral Dissertation, Finland: University of Jyvaskyla, pp.195. Kumbhar Vijay, M Customer satisfaction in ATM service: an empirical evidences from public and private sector banks in India, Management research practice Vol. 3(2) pp Mattila, M Essay on customers in the dawn of interactive banking. Unpublished Doctoral Dissertation, Studies in Business and Economics, Finland: University of Jyvaskyla, pp Mohammed Shariq, and Rameshwar Tondon A study of ATM usage in Banks in Lucknow, Kanpur & Varansi. International Journal of Engineering & Management Sciences, Vol. 3 Issue 2, pp Ramraj, T Customers Satisfaction towards ATM Service A Study of Bank Customers in Navi- Mumbai. International Journal of Physical and Social Sciences, Volume 2, Issue 7 Reneka, R. and Paulraj, A Customer satisfaction towards ATM services Indian Journal of Applied research, volume 4,Issue 5,Pp Richa Tuli, Abhijeet Khatri, Anita Yadav A Comparative Study of Customer Attitude towards ATM of SBI & ICICI bank. International Journal of Marketing & Technology, Vol.2 Issue 8, pp Sadiq Sohail, M. and Shanmugham, B E-banking and customer preferences in Malaysia. Information Sciences, vol.150, no.3-4, pp Siam, A. Z Role of the electronic banking services on the profits of Jordanian banks. American Journal of Applied Sciences. vol.3, no.9, pp Subramanian, S Automated Teller Machine-A Study With Reference To Awareness and Satisfaction of Customers. International Research Journal of Business and Economics. Vol 5, No7, Pp > RJSSM: Volume: 06, Number: 02, June 2016 Page 22

12 Sweety Regina Mary, S A study on customer awareness and satisfaction towards e-banking services Indian Journal of Applied research, Vol 5,No 6, Pp Unnithan, C.R. and Swatman, P E-banking adaptation and dot.com viability: A comparison of Australian and Indian experiences in the banking sector. Working paper, School of Management Information Systems, Deakin University, no.14. Yibin, M.U E-banking: Status, trends, challenges and policy Issues. The World Bank paper presented at CBRC Seminar on The Development and Supervision of E-banking, Shanghai held on November 24-26, <papers.ssrs.com/5013/available at SSRN_SSRN. ID485343_ Code: pdf> Yousafzai,.S.Y et al Strategies for building and communicating trust in electronic banking: A field experiment. Psychology and Marketing, vol.22, no.2 pp Electronic sources: > RJSSM: Volume: 06, Number: 02, June 2016 Page 23