Journal of Neonatal Surgery
ISSN(Online): 2226-0439
Vol. 14, Issue 5s (2025)
https://www.jneonatalsurg.com
A Study on Customer satisfaction for virtual banking in Indian commercial banks and its
impacts
Siddalingeshwara S1
1
Ph.D. - Research Scholar, PES University, Bangalore 560085
Cite this paper as: Siddalingeshwara S, (2025) A Study on Customer satisfaction for virtual banking in Indian commercial
00
banks and its impacts. Journal of Neonatal Surgery, 14 (5s), 843-849.
ABSTRACT
The study aimed at investigating the adoption of virtual banking by customers of Indian banks. The main object of this
research study is to an evaluate and find out customer satisfaction towards virtual banking. Another reason behind this
research study is additionally to notice and investigate the reason for uses virtual banking, justification for selecting banking
activities. The study adopted a descriptive research design. Data was gathered from primary data. For that we used
questionnaire survey with the help of creating google form. The collected total number of responses through google form
was 236 through google form questionnaire response from the online banking users. For the analysis purpose used the data
showing by various different charts and percentage structure. The study was used to determine the dimensions of the study
items whereas necessity of online banking activities, services, impact of online banking, uses of online banking activities,
customer preference of method etc. and research paper shows that positive impact using online banking activities and
customer of Indian banks are satisfied with the online banking activities provided by the banks.
Keywords: Virtual banking, banking, online banking services, Internet banking, Indian banks
1. INTRODUCTION
Virtual banking is the e-banking activities part. Clients are making banking activities generally through the web. The banks
customers are getting data related to finance and their exchange banking activities through digital method. Virtual banking
performs all banking activities getting from head office, online activities. Virtual banking system deal with the vital part in
the present business and human existence. Virtual banking sets out financial activities and many more options for financial
customers to offer high level assistance which speed up across the globe. Customers of banks can enter to banking activities
without actual presence through secured channels of correspondence. Most part of the bank customers now a days using
phones for online banking and other activities. At the point when consistently is a test of skill and endurance in our chaotic
lives, we search for ways of saving time however much we can. E-Banking is one of the innovation progressions that assist
customers with supporting out their financial activities on a connecting the platform from computerised banking institutions.
Virtual banking, also known as electronic banking it’s the online distribution of latest activities of banking system in the
world and services to individuals straightforwardly through online, different networks and it offers many benefits and
qualities to bank customers. Virtual banking is a straightforward and helpful method for getting 24-hour obtain with the help
of a mobile phone. Virtual banking helps the web as a conveyance system for fund transfer. Online banking activities have
fund transfer is an activity of times gone by with regards to regular tasks. Since internet banking is one of the most well-
known activities given by banks. Virtual banking permits a customer to control transactions through online. Virtual banking
offers banks clients all activities like accessing the fund deposits, transfer of funds and bill payments.
2. LITERATURE REVIEW
Nadia Sha, Shariq Mohammed (2017), the title of the paper “Virtual banking and online business” is described about the
proficient usage of virtual banking by the customers of bank who have every one of the frameworks for benefiting the
equivalent. The outcomes showed that most of the example customers chose for the review claimed a phone however just
not many of them utilize a mobile as their method of visit to banks. And, in this study shows that customers were nearly very
much aware of virtual banking, however its utilization level was exceptionally low. The generally utilized fund transfer with
online banking was for phones top-up by metropolitan region bank customers and village customers and there was no massive
distinction between the metropolitan region and country region clients in regards to the usage of online banking.
Journal of Neonatal Surgery | Year: 2025 | Volume: 14 | Issue: 5s
pg. 843
Siddalingeshwara S
S.V.Mohana sujana(2018), the title of the research paper “Digitalization in banking sector” is digital banking most favoured
entryway step activities which has been acknowledged by the bank customers who are instructed as they find the activities
are not difficult to access and saves their time. Yet, then again unskilled people deal with the issue of non-accessibility of
activities as they are uninformed, not financial services sound to gain online facilities and mobile phones. In general, online
system could be more improved by directing direction programs and teaching the needy individuals with respect to the
activities and making sense of them about the advantages of online banking activities.
Objectives of the study
Below following are the objectives of this research study
1. To identify the satisfaction of customers towards online banking services.
2. To examine the impact of virtual banking.
3. To examine the necessity of online banking facilities provided to the customer
Research Hypothesis
1. H0- Customer is not satisfied with online banking
2. H1- Customer is satisfied with online banking services.
3. RESEARCH METHODOLOGY
The research methodology of this research study is the systematic way of conducting research. The study adopted is
descriptive sampling design. The descriptive survey was chosen considering the purpose of the study, the research questions
and the magnitude of the target population. The purpose of using descriptive surveys is to collect detailed and factual
information that describe an existing phenomenon. A survey questionnaire was developed to collect data for the study. The
primary data was collected through creating google form of questionnaire and was hand delivered to the target population
through. This study is a descriptive survey because it adopted the use of questionnaire aimed at finding the impact of customer
satisfaction towards online banking performance. Descriptive research involves gathering data, describes phenomenon and
then organizes, tabulates, depicts and describes data collection, in the form of graphs and charts, in order to help the reader,
understand the distribution of data. A sample of about 236 people responded collected from the target population they were
provided with the questionnaire. And tere is no any blank founded. The type of data collected is primary data and the
collection tool is a self-administered questionnaire given to target population. The questionnaire collected data of the
respondents such as age group, gender qualification, necessary of online banking services, customer satisfaction, uses online
banking. The questionnaire contains multiple choice options. This questionnaire is convenient in many ways. Firstly, the
respondents answer at their convenience.
Limitation of the study
The study is based on Primary Data, obtained from the Individuals and as its finding depends entirely on the accuracy of
such data
Data Analysis and Interpretation:
The following table describes about total number of gender wise responses:
Table 1 Figure 1
From the above table it is shows that the total number of respondents collected through google form and it is 236 and the
number of male respondents is 56% and the female respondents are 44%. Majority (65.4%) of the respondents are male in
this study or survey.
Journal of Neonatal Surgery | Year: 2025 | Volume: 14 | Issue: 5s
pg. 844
Siddalingeshwara S
Customers visit the bank according to the age group:
The below table shows how many customers visits the bank as per the group from the survey
Table 2
Age group Customers visit the bank in a month In %
a) Below 25 years 120 50.85
b) 26-35 years 84 35.59
c) 36 - 45 years 28 11.86
d) 46 and above 4 1.69
Grand Total 236 100
250
200 236
150
100 120
100
50 84
50.85 35.59 28 11.86 4 1.69
0
a) Below 25 b) 26-35 c) 36 - 45 d) 46 and Grand Total
years years years above
Customers visit the bank in a month In percentage
Figure 2
The above table and diagram describe about the number of customers visits the bank in a month as per the responses collected
through questionnaire. From the diagram, its shows that more than 50% of responders visit the bank between the age of
below 25 years and least was around 2% responders visits the bank between the age of group of 46 and above.
Analysis of relationship between the Income and gender wise with the age group:
Following below table describes about the responses collected as per the Income of the customers and gender with age group,
Table 3
Female Male Grand
Total Total Total
Female Male
a)
b) 26- Below b) 26- d) 46
a) Below 35 25 35 c) 36 - 45 and
Income 25 years years years years years above
a) Less than
200000 76 16 92 36 16 4 56 148
b) 200000-
500000 4 4 8 4 20 4 28 36
c) 600000-
1000000 4 4 16 20 36 40
Journal of Neonatal Surgery | Year: 2025 | Volume: 14 | Issue: 5s
pg. 845
Siddalingeshwara S
d) 10,00,000
and above 8 4 12 12
Grand Total 80 24 104 40 60 28 4 132 236
From above table clearly describes about the more than 70% of responds collected from the less than 2lakhs income
customers who were virtual banking activities and remaining 30% users were more than 2lakhs income customers. And
according to age group, male responders were more than female responders which were shows 104 and male responds were
132, more than 60% respond collected from the both male and female of age group of 25years.
Analysis of relationship between the how many customers using online banking activities as per the age group and
sector wise
Following below table describes about the customers prefer which sector more between the different ages groups,
Table 4
Age group a) Private sector bank a) Public sector bank Grand Total
a) Below 25 years 28 92 120
b) 26-35 years 28 56 84
c) 36 - 45 years 12 16 28
d) 46 and above 4 4
Grand Total 72 164 236
From above table clearly tells about the online banking activities of public sector banks were used more than private sector
banks. As per the above table moore than 70% responds to the public sector banks and remaining to the private sector banks
from the collected data.
Analysis of relationship between the need online banking activities as per the age group and Gender:
As per the response online banking activities are need for different factors between gender and age group,
Table 5
Age group Female Male Grand Total
a) Below 25 years 80 40 120
b) 26-35 years 24 60 84
c) 36 - 45 years 28 28
d) 46 and above 4 4
Grand Total 104 132 236
The above table tells about the why online services were required to customers as per the age group and gender. According
to the genderwise almost 50% females were responds to this study and there were no responds collected age group between
36-45 and 46 and above, according to age group below 25years responders was more than 50% out of all responses.
Analysis of virtual banking services are necessary:
As per the response online banking activities are necessary between age group and education
Journal of Neonatal Surgery | Year: 2025 | Volume: 14 | Issue: 5s
pg. 846
Siddalingeshwara S
Table 6
Educational b) 26-35 d) 46 and Grand
a) Below 25 years c) 36 - 45 years
Qualification years above Total
a) Bachelor’s degree 16 20 4 40
b) Master’s degree 100 60 20 180
c) Professional degree 4 4 4 4 16
Grand Total 120 84 28 4 236
The above table tells about the how much online services were required to customers. According to the educationalwise more
than 76% of master degreeholders responds to this study and according to age group below 25years responders is more than
50%.
Analysis of risk of using online banking activities between age group and risk factors:
The below table shows the relationship between risk of using virtual banking activities as per the age group,
Table 7
Risks or problems of using online banking services?
b) Network e) f) Lack of knowledge
a) Password or internet Unauthorized on the usage of E- Grand
Age group risk issues d) Hacking access Channels Total
a) Below 25
years 72 24 8 16 120
b) 26-35
years 8 52 8 8 8 84
c) 36 - 45
years 20 8 28
d) 46 and
above 4 4
Grand
Total 8 144 32 20 32 236
From the above table, using virtual banking activites are not safe, in that case network or interent issues are major factor to
the customers of the bank. More than 60% responses to network issues and after than 10% of the responses to lack of usage
knowledge of virtual activities and remaining were issues of password risk, hacking, etc.
Analysis of which banking method prefer between sector wise and method,
The below table shows the relationship between method of banking prefer responses and sectorwise,
Table 8
Banks Banking method do you prefer?
a) Private sector bank 72
Online 40
Offline 32
a) Public sector bank 164
Journal of Neonatal Surgery | Year: 2025 | Volume: 14 | Issue: 5s
pg. 847
Siddalingeshwara S
Online 64
Offline 100
Grand Total 236
As per the above table, public sector banks customers or responders prefers online banking than online banking method of
private sector banks. And, public sector banks customers responses more than private sector banks, which shows more than
50% than private sectors.
Relationship between age group and Gender wise Impact of virtual banking:
The below table shows the relationship between virtual banking impact responses as per genderwise and age group,
Table 9
Gender and Age group Impact of virtual banking (in no.)
Female 104
a) Below 25 years 80
b) 26-35 years 24
Male 132
a) Below 25 years 40
b) 26-35 years 60
c) 36 - 45 years 28
d) 46 and above 4
Grand Total 236
The above table shows the Impact of online banking in numeric between age group and gender. As per the above data
120responsers were below age of 25years, which is the more than 50% of overall responses.
Relationship between Impact of online banking and Gender:
The below table shows the relationship between positive and negative impact responses as per genderwise,
Table 10
nder Positive Negative No Impact Total In %
Male 124 0 8 132 55.93
Female 80 8 16 104 44.07
Total 204 8 24 236 100.00
The above table shows the Impact of online banking in numeric and percentage. Overall, 204 male and female have responds
to positive impact and remaining responds to negative and no impact of virtual banking activities of banks.
4. FINDINGS
The reason behind this study is to figure out satisfaction of bank customers and effect of virtual banking activities. In this
research study take on descriptive analysis research methodology. Primary information for this research study was collected
using a google form questionnaire. Total responses collected through google form was 236. This study endeavoured to
recognize key quality set down of virtual banking activities by examining the customers of online banking and their remarks
on financial services. The finding of this study shows that for the many benefits of using virtual banking activities however
just 40% of the respondent utilize web based financial in excess of multiple times in a month. The finding of this study shows
Journal of Neonatal Surgery | Year: 2025 | Volume: 14 | Issue: 5s
pg. 848
Siddalingeshwara S
that despite of many customers utilising the virtual banking services because of time saving and other benefits and more than
56% of the respondent using online banking and using 5 to 10 times in a month. Main important of this research study is
responders are masters, more than 75% responders are master degree holders. More than 85% of people or responders
responded to positive impact for online banking services which shows the benefit and advantages to the customers and also
describes the how customers utilising the services and connected to this benefit and it saves much time instead of visiting
the banks. More than 48% responders rated to good to online banking services and less than 5% responders rated to bad and
remaining 47% responders responded to either excellent and average. More than 61% responders responded to network
issues using online banking through online or web services and remaining 10% responders responded to lack of knowledge
and issues of hacking of data or information. More than 68% of responses to one to 5times visits the bank in a month, its
shows the advantage of the virtual banking in this generation. More than 70% of responders responded to virtual banking is
need for payment of different bills, view transaction details, time saving purpose, fund transfer and virtual banking is user
friendly to the customers. More than 25% of customers using the online services from more than 6years and remaining using
less than 6years. Most of customers prefer the online services to offline, which shows overall is 77% and remaining 23%
prefers offline banking. More than 90% replied to virtual banking activities is required in this generation.
5. CONCLUSIONS
The qualities of banking activities quality have expanded because of virtual banking. Many of respondents accepted with the
situation and condition of banks in this generation, showing that the products of banking activities have expanded. In this
research study shows the positivity impact of virtual banking and many respondents prefers the online system for fund
transfer and other banking activities.
REFERENCES
[1] Harchekar, M. J. S. (2018). Digitalization in Banking Sector. International Journal of Trend in Scientific
Research and Development, Special Is(Special Issue-ICDEBI2018), 103–109. .
[2] Sudha, M. R., & Lema, I. V. (2016). A Study on Emerging Trends and Challenges in Mobile Cloud Computing.
9(3), 235.
[3] Kitsios, F., Giatsidis, I., & Kamariotou, M. (2021). Digital transformation and strategy in the banking sector:
Evaluating the acceptance rate of e-services. Journal of Open Innovation: Technology, Market, and Complexity,
7(3).
[4] Wanjiku, M. G., & Reuben, N. K. (2018). Digital Banking and Customer Relationship in Banking Industry in
Kenya. International Academic Journal of Human Resource and Business Administration, 3(2), 14–32.
Journal of Neonatal Surgery | Year: 2025 | Volume: 14 | Issue: 5s
pg. 849
