Exploring the Trust & Behavior Intention towards Customer Satisfaction in Banking Industry Chennai

Authors: R. Surya Prathapan

Date: April-June 2023

Page Numbers: 225-233

Issue: 16

Volume: 10

Abstract : We aim to discover the trust and satisfaction level of the banking customers in Chennai by collection of samples from 171 respondents (holding accounts in both public and private sector banks) through a structured mailed questionnaire by adopting snowball sampling technique. Technology acceptance model is used to establish the relationship between the perceived usefulness and perceived ease of use through SPSS software.

DOI URL : http://doi.org/10.53422/JDMS.2023.101629

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Keywords : Customer Trust Customer Satisfaction Banking Sector Public Sector Banks Private Sector Banks Technology Acceptance Model (TAM) Perceived Usefulness Perceived Ease of Use Digital Banking Online Banking Consumer Behavior SPSS Analysis Survey Research Snowball Sampling Chennai Banking Customers Financial Services User Adoption Banking Technology Service Quality Customer Experience

Exploring the Trust & Behavior Intention towards Customer Satisfaction in Banking Industry Chennai