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Stream/Area:
-
Subject:
-
Paper ID:
IJSREM63906
Volume:
10 |
5 |
May 2026
Pages:
1-13
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
Commerce
Govt Residential First Grade College Devarayasamudra Mulbagal Taluk, Kolar
The present study examines the influence of digital banking services on customer perception with special reference to Canara Bank. With the rapid advancement of digital technology, banking institutions are increasingly adopting customer-oriented online platforms to deliver efficient, accessible, and convenient financial services. The study specifically focuses on selected digital services offered by Canara Bank, namely Net Banking, Bharat Bill Pay, Online Tax Payment services, and Public Finance Management System (PFMS) services, and evaluates their impact on customer perception. A descriptive research methodology was adopted for the study, and primary data were collected from 410 customers using online banking services across selected Canara Bank branches in Bangalore district (Urban and Rural). Data collection was carried out through structured questionnaires, personal interviews, and a 5-point Likert scale. Regression analysis was used to test the hypotheses and analyze the relationship between digital banking variables and customer perception. The findings reveal that Canara Bank’s digital banking services significantly influence customer perception. Net Banking and Bharat Bill Pay services demonstrated a strong impact on customer perception, explaining 86.2% of the variation (R² = 0.862). Factors such as easy account accessibility, fund transfer facilities, online account services, school fee payments, municipal tax payments, and transaction convenience positively influenced customer perception. Similarly, Online Tax Payment and PFMS services significantly influenced customer perception, explaining 87.4% of the variation (R² = 0.874). Variables such as direct tax payments, TIN 2.0 integration, online challan payments, and reduced payment delays positively affected customer perception. However, some services, including utility bill payments, payment gateways, PFMS through Net Banking, and selected internet banking features, showed limited or negative influence. The study concludes that Canara Bank’s digital banking initiatives play a vital role in shaping customer perception and satisfaction. Continuous improvements in service quality, technical efficiency, customer awareness, transparency, and digital support systems are essential to strengthen customer confidence and promote long-term adoption of digital banking services.
KEYWORDS
The present study examined the impact of Canara Bank’s selected online banking services on customer perception, with special emphasis on Net Banking, Bharat Bill Pay, Online Tax Payment, and PFMS services. The findings indicate that digital banking services play a significant role in shaping customer perception and satisfaction. Regression analysis revealed that Net Banking and Bharat Bill Pay services strongly influence customer perception, with factors such as easy account accessibility, fund transfer facilities, online account services, school fee payments, municipal tax payments, and transaction convenience contributing positively to customer opinions. Similarly, Online Tax Payment and PFMS services demonstrated a significant influence on customer perception, particularly through direct tax payments, TIN 2.0 portal integration, challan payments, and reduced payment delays. However, certain variables such as utility bill payments, payment gateways, PFMS through Net Banking, and some internet banking features showed limited or negative influence on customer perception, indicating areas requiring improvement. The study highlights the growing importance of customer-centric digital banking strategies in the competitive banking environment. Based on the findings, it can be concluded that Canara Bank’s online banking initiatives substantially contribute to customer perception, but continuous improvements in service quality, awareness, technical efficiency, and customer support are essential to strengthen customer confidence, satisfaction, and long-term digital banking adoption.
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Publication Date
5/25/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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