Understanding Customer Expectations and Experiences in Internet-Based Banking: A Tumkur City Perspective

This study titled “Understanding Customer Expectations and Experiences in Internet-Based Banking: A Tumkur City Perspective” examines the usage patterns, satisfaction levels, and expectations of bank customers towards Internet banking services. Using primary data collected from customers in Tumkur City, the research analyses key dimensions such as security, authentication methods, ease of use, service availability, and overall customer experience. The study also evaluates various online banking services including fund transfers, bill payments, e-shopping, and 24/7 access, and identifies the challenges faced by users such as security concerns, digital literacy issues, and connectivity problems. The findings provide valuable insights for banks to improve digital banking strategies, enhance customer satisfaction, and strengthen secure and customer-centric online banking services.