Introduction: -

The Internet and telecommunications systems enable the development of electronic

commerce at a global level. The nearly universal connectivity which the Internet offers has made it an
invaluable business tool. These developments have created a new type of economy, which many call the digital
economy. This fast emerging economy is bringing with it rapidly changing technologies, increasing knowledge
intensity in all areas of business, and creating virtual supply chains and new forms of businesses and service
delivery channels such as E-banking. As a direct consequence of the emergence of the digital economy, the
balance of power seems to be shifting to the customers. Customers are increasingly demanding more value, with
goods customised to their exact needs, at less cost, and as quickly as possible. To meet these demands,
businesses need to develop innovative ways of creating value which often require different enterprise
architectures Internet banking is becoming is increasingly becoming popular because of convenience and flexibility. The
present paper explores the major factors responsible for internet banking based on respondents perception on various
internet applications. It also provides a framework of the factors which are taken to assess the internet banking perception .

Internet banking, sometimes called online banking is an outgrowth of PC banking. Internet banking uses the
Internet as the delivery channel by wh ich to conduct banking activity For Transferring funds, paying bill,
viewing checking and saving account balances, paying mortgages, and purchasing financial instruments and
certificates of deposit. Internet banking customer accesses his or her accounts from a browser software that runs
Internet banking programs resident on the banks World Wide Web server, not on the users PC. Internet banks
are also known as virtual, cyber, net, interactive pr web banks.

History of Electronic Banking: -

Electronic banking is a high-order construct, which consists

of several distribution channels. It should be noted that electronic banking is a bigger platform than just banking
via the Internet. The term electronic banking can be described in many ways. In aver simple form, it can mean
the provision of information or services by a bank to its customers, via a computer, television, telephone, or
mobile phone (Daniel, 1999). Electronic banking has different types of delivery channels: telephone, PC,
mobile and the Internet .Moreover, Personal Computer allow customer to use all e-banking facility at home
without go to the bank. It gives consumers a variety of services so they can move money between accounts, pay
bills, check balances, and buy and sell mutual funds, securities and also submit electronic loan applications
through PC Banking. A mobile banking service is the newest service in electronic banking Customers can check
their balance and make adjustments between accounts, account transactions, payments etc. Internet is the
interconnection of computer communication networks which enable the customer to perform all the banking
activities over the internet. It is the latest wave in the information technology. The NET is changing everything,
from the way of conduct commerce and the way of distribution of information. Several benefits of strong
electronic service have also been identified as including satisfied and retained customers, attraction of new

customers, development of customer relationships ,increased sales and market shares, enhanced corporate
image, reduced costs and increased profit margins and business performance (Parser mental., 2005; Bauer et al.,
2005). These benefits may explain the observed increase in the level of technology adoption in the deliver ). Red
E-banking.
Customer use grew slowly. In 200, Bank of America became the first bank to top 3 million online banking
customers, more than 20 percent of its customer base. In comparison, larger national institutions, such as
Citigroup claimed 2.2 million online relationships globally, while J.P. Morgan Chase estimated it had more
Than 750, 00 While financial institutions took steps to implement e-banking services in the mid-1990s, many
Consumers were hesitant to conduct monetary transactions over the web. It took widespread adoption of
electronic commerce, based on trailblazing companies such as America Online, Amazon.com and eBay, to make
the idea of paying for items online widespread. By 2000, 80percent of U.S. banks offer

Review of Related Literature: - It is relevant to refer briefly to the previous studies and research in
the related areas of the Subject to find out and to fill up the research gaps, if any. Literature on financial services
can generally be found; a number of books are available on banking related aspects as merchant Banking, loan
syndication, securitization, profitability and productivity etc. but, few studies are undertaken on the role of
technology in the banking services.

Sabena et al (2010) ease of use, consumer awareness and perceived risk are the important determinants
of online banking adoption and have strong and positive effect on customers to accept online banking system
determines the consumers perspective on internet banking adoption. Finding shows that perceived usefulness,
perceived.

Uppal R.K. (2010)

studies the extent of mobile banking in Indian banking industry during 2000-2007.

The study concludes that among all e-channels, ATM is the most effective while mobile banking does not hold a
strong position in public and old private sector but in new private sector banks and foreign banks m-banking is
good enough with nearly 50 pc average branches providing m-banking services. M-banking customers are also
the highest in E-banks which have positive impact on net profits and business per employee of these banks.
Among all, foreign banks are on the top position followed by new private sector banks in providing M-banking
services and their efficiency is also much higher as compared to other groups. The study also suggests some
strategies to improve m-banking services.

Santhiyavalli, G. (2011) determined the customers perception of service quality of the select branches
of State Bank of India and study the major factors responsible for their satisfaction. In this research SERQUAL
Model has been used and study indicates that among five dimensions Reliability, Responsiveness,
Empathy and Tangibility are the major factors responsible for customer satisfaction.

Rao, K. Rama Mohana and Lakew, Tekeste Berhanu (2011)

examines the service

quality perceptions of customers of public sector and private sector banks in the city of Visakhapatnam, India.
The author reveals that the Reliability and Assurance dimensions of service quality scored the highest ratings
while the Tangibles dimension got the lowest score. Moreover, the study found a strong dissimilarity in service
quality perceptions between customers of private sector and public sector banks.

Rationale behind the Study: -

I chose this topic just because in present time banking sector

blooming like anything. Most of the people are aware of online banking but many people are still not using
online banking. Due to lack of knowledge and lack of sources, people are not using online banking properly.
The research would be done to observe the problem area of online banking. Research is needed to evaluate the
major cause that why more customers are not using internet banking. Proposed study is being undertaken to
analyze the customer perception towards on online banking so that study findings can provide the measures for
improving service quality of net banking services.

Objectives of the study:The proposed research would be carried out with following Objectives The study aims at identifying the overall customer perception towards the e-banking services. The study
also aims at knowing whether demographic variables of the customer have influence on customer
satisfaction on e- Banking.
To identify the measures for improving service quality of net banking services
To know the cause why more working womens are not using internet banking
To examine the perception of working women on the service quality of internet banking services.

Research Methodology:Type of Study The Study would be Descriptive in nature where the research would try to investigate the
working womens perception towards on online banking, Indore.
Universe Working Womens of Indore City would constitute the Universe.
Sample Size The sample would be 100(approx.)
Sampling Technique Convenience Sampling Technique would be used in proposed research.

Tools used for Data Collection Questionnaire will be used as a tool for data collection.
Type of Data Primary as well as Secondary data would also be used to collect important information. The
questionnaire would be given to the respondents either on a face to face or through e-mail.
Tools used for Data Analysis Statistical Tools like Mean, Standard Deviation, Pie Charts, etc. would be used
for data analysis.

Expected Contribution from the Study:The benefits expected include:

1. Improved service quality of online banking.
2. Providing information to banking sectors for improvement.
3. To attract the customers towards online banking
4. To explore the problems of customers towards online banking.

Limitations of the Study and Direction for Future Research:Every research has got certain limitations and present research is also not an exception to this fact. It would
have following limitations1) In this research, sample size is small.
2) This research is only done in Indore.
3) In this research time limitation is also a barrier.

REFERENCES:-

Safeena. et al, Customer Perspectives on E-business Value: Case Study on Internet Banking, JIBC, Vol.
15, No.1, April 2010

Uppal ,R.k , E-delivery channels in banks-A fresh outlook journal of arts science &commerce ISSN 22294686 WWW.reserchesworld.com II ISS

Santhiyavali,G 2011Customers perception of service quality of State Bank of India - A Factor Analysis,
IJMBS Vol. 1, Issue 3, September 2011

Rao. K. Rama. Mohana and Lakew. Tekeste Berhanu, Service Quality Perceptions of Customers: A Study
of The Customers of Public Sector and Private Sector Commercial Banks in India, International Journal
of Research in Commerce & Management, Volume No. 2 (2011), Issue No. 11(November)