A COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION OVER E-BANKING SERVICES OF PUBLIC SECTOR AND PRIVATE SECTOR BANKS

Abstract

In today's scenario, dynamic changes in the banking sector have brought competition in winning and maintaining existing customers. Presently, banks have realized the importance of appealing to new customers is far more important than retaining existing customers of the banks, for the same cause banks are emphasizing more over customer satisfaction in providing competitive services. A comparative analysis of customer satisfaction levels in public sector banks and private sector banks has given the pathway to banks in magnifying the customer's demand for comparative premium-quality services and products offered with a minimum waiting period.This research paper showcases the impact of e-banking services offered by banks to customers to avail maximum benefits. The study also identifies that e-banking services are improved versions of traditional banking systems and services because customers prefer technically sound banks as well as bankers rather than traditional banker and banking systems. The study aims to evaluate the e-banking services offered by both types of banks, including user-friendliness, security, range of services, and accessibility., and multiple services like ATMs, NEFT, Debit cards Credit cards, mobile banking