Report on Customer perception of Digital Banking Services from the Chennai, Indian Overseas Bank (IOB)

This paper looks at how customers of Indian Overseas Bank's
Thousand Lights branch in Chennai feel about the bank's digital
services. The question that started this whole research was simple —
IOB has spent money building a mobile app, a net banking portal, a
UPI interface. Do customers actually like using them? One hundred
and fifty customers who regularly use these services filled out a
structured questionnaire. There were twelve elements that were
evaluated, including Trust, Ease of Use, Usefulness, Security,
Quality of Service, Interface Design, Customer Service,
Convenience, Personalization, Customer Satisfaction, Service
Adoption and Experience.
The five-point rating system for each of the variables analyzed
provided a small amount of variance of the ratings ranging from 3.36
(lowest) to 3.54 (highest). Although it certainly appears that there is
adequate variance among the values found in this data, it should also
be emphasized that instead of the lowest value having a bad customer
rating, the value of 3.36 does not have a high rating in terms of
customer's rating the ease of use. In addition, the category that had
the lowest rating based on comments made by the customers in this
study regarding the organization's request for information about the
personal financial information of the customer had the lowest rating
when compared to ratings of all other measures of the organizations included in this study. Consequently, a
comparison of the results across criteria in this study has provided evidence that there is a significant difference
in the order of ranking of criteria included in this study; thus, the author of this article will be able to help IOB
in determining the best course of action based on how the organization intends on utilizing these variables.