Customer Satisfaction Towards E-Banking Services – A Study with Reference to Public and Private Sector Banks in Tirupati District, Ap.
* K. Keerthi
** Dr. P.V. Narasaiah
ABSTRACT
The banking sector in India is rapidly shifting from traditional methods to digital platforms. Services like mobile banking, internet banking, AI chatbots, biometric authentication and contactless payments have become common and highly convenient for users. The present paper examines customer satisfaction with these e-banking services in select public sector and private sector banks in Tirupati district of Andhra Pradesh. The data was collected through a structured questionnaire from users of various age groups, income levels, and professions. For the purpose of the study, two banks from public sector viz., SBI and Union Bank of India and two private sector banks viz., HDFC and ICICI have been selected from Tirupati district in the state of Andhra Pradesh.
Trust in the bank, ease of use, and security were found to be key factors affecting customer satisfaction. While overall feedback was positive however, public sector banks need digital upgrades to meet customer expectations. The findings illustrate that most customers prefer private banks for their faster, more user-friendly digital services. Features such as AI chatbots and biometric login were appreciated for saving time and effort though some concerns remain about data privacy and technical issues. The inferences drawn from the study can help banks improve their e-banking services and build stronger customer relationships in the digital age.
Keywords: E-Banking, AI Chatbots, Biometric Security, Contactless Payments, Customer Satisfaction.
