A STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE SERVICES IN ICICI BANK

The study titled “A Study on Customer Satisfaction Towards Online Services in ICICI Bank” focuses on analyzing the satisfaction level of customers using digital banking services offered by ICICI Bank. With rapid technological development and increasing adoption of digital banking platforms, online services such as internet banking, mobile banking, and UPI transactions have become essential in modern banking. This study aims to examine customer awareness, satisfaction level, key influencing factors, and problems faced while using online services. The findings of the study reveal that the majority of respondents are young customers and students who actively use online banking services. Customers are generally satisfied with convenience, speed of transactions, 24/7 availability, and security features provided by ICICI Bank. However, certain problems such as login issues, server delays, and difficulty in contacting customer support were identified.