A STUDY ON SERVICE QUALITY OF DIGITAL BANKING SERVICES OF AXIS BANK LTD WITH SPECIAL REFERENCE TO CHENNAI BRANCH

Nowadays Electronic banking is a very common service that is used by every person in a way or another for making transactions. Banks offers wide range of E banking services. Banking industry has revolutionized the E banking services with the help of technology. In the fight of gaining huge market share every organization focuses on offering best quality service so that the customer can be satisfied and hence retained. The main objective of the study is to study on service quality of digital banking services of AXIS Bank with special reference to Chennai Branch. The sample size of the study is 108. Descriptive research method and convenience sampling technique has been adopted in the study. Simple percentage analysis, chi-square analysis and correlation have been applied in the study to reach the findings. It is suggested that the bank must provide various advertisements in various channels to inform their services. They must provide good quality services to the customers in order to satisfy them. It is concluded that the reach of electronic banking has swiftly increased due to the Telecommunication Infrastructure development in India. Overall, E-banking is at one roof under which numerous customers may perform various transactions electronically in the same time even without visiting branch. This study can help the banks to know its customers opinion and find the solution through customers’ perspective. It can help them easily to achieve customer satisfaction.