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A Study on Customer Satisfaction on E-Banking Services

Authors:

* Prateek Agrawal, Amity Business School, prateekagrawal2602@gmail.com

**Dr. Payal Dubey, Assistant Professor, Amity University Chhattisgarh, Pdubey@rpr.amity.edu

Abstract: In the digital age, banking services have rapidly evolved from traditional branch-based operations to electronic platforms, revolutionizing the way customers interact with financial institutions. This study explores customer satisfaction in relation to e-banking services provided by Indian banks. The research aims to identify the major determinants of satisfaction such as service reliability, ease of use, convenience, and security. It employs a quantitative approach involving a survey of 73 bank customers to gather insights into their experiences with online and mobile banking. Findings reveal a high level of satisfaction among users, particularly with mobile banking services due to their flexibility and efficiency. However, technical issues such as network instability and security concerns remain major challenges. The study concludes with strategic recommendations to enhance service quality, digital literacy, and infrastructure in the Indian banking sector.

Keywords: E-Banking, Customer Satisfaction, Online Banking, Mobile Banking, Service Quality, Cybersecurity, User Experience, Digital Banking, Financial Technology, Indian Banks