1. To measure the awareness level of the customers towards services provided by the bank

2. To analyze the satisfaction level of the customers with reference to banks.


Population, Sample, and Sampling

The population comprises of bank customers who use internet banking service. The sample is not restricted to how long they have used internet banking, because there are equal respondents between long-time internet banking users and customers who have used internet banking for just a few months. Thus, data variability can be obtained to describe customers decision to continue using internet banking in the future or not.

Sample size. Bank customers were the respondents for study. A survey was conducted among 125 bank customers from different banks and from different localities and analysis was done. The respondent profile who participated in the study is given in Table 1.

A Study on Customer Perception1-1
A Study on Customer Perception1-2
Table 1: Respondent profile of internet banking users


A general description of respondents profile is shown in Table 1. A majority (68%)of respondents are male, while the remaining of them are female.48% of the Internet banking respondents belongs to the age group between 21-30 years, while 8% respondents from the age group above 50 years. Majority of respondents (24%) are internet banking users from State bank. Internet banking users are customers who have relatively high educational background because majority of respondents (64%) educational background is under graduate.The respondents from this study perform various in private and public sectors (48%) , While 24% of them are entrepreneurs.

Smallest number of respondents came from a class of others (12 percent). Internet banking users Surabaya have a varied monthly income, starting from the lowest income class below Rs 5000 per month (20 percent) to the highest income class that is more than Rs 25,000 per month is (8%). A majority of the individual clients, (88 percent),and only a small percentage of respondents (12%) arre corporate customers.

Statistical analysis using the program Smart PLS 2.0 was preceded by validity and reliability test to determine the consistency of measurement tools. This is used to describe whether it has been precise or not with the variables analyzed. The test results show that overall convergent validity indicator in this study meets the requirements of validity because it has a loading factor value above 0.5 (> 0.5), results from validity test.