“Evaluating the Net Banking Services Provided by Axis Bank: A Service-Quality Perspective”

Shruti Sapate 1    Prof. Vaishnavi Baroha2

Student, Department of Business Management, SBJITMR, Nagpur1

Assistant Professor, Department of Business Management SBJITMR, Nagpur2

ABSTRACT

The present study evaluates Axis Bank net banking as a customer-facing digital service channel. The study is based on primary and secondary data used in the final project report and reformulated into a journal-style paper. Descriptive percentage analysis was used to interpret awareness, usage frequency, navigation ease, trust in security, transaction speed, beneficiary management clarity, confirmation messages, help and support usefulness, and overall satisfaction. The findings reveal that Axis Bank net banking is widely recognized, frequently used, and positively evaluated for convenience, speed, and routine service access. At the same time, the analysis shows that user confidence becomes weaker when the platform does not communicate enough clarity during beneficiary activation, confirmation, or recovery-support moments. The study concludes that the platform is effective and strategically important, but its service quality can be strengthened through clearer prompts, better status explanations, stronger confirmation language, and more visible support cues.

Keywords: Net Banking, Axis Bank, Digital Banking, Service Quality, Customer Satisfaction.