On Consumer satisfaction in case of electronic Banking: A Study of the e-Banking services provided by SBI (State Bank of India) in India

Abstract

This research has focused its attention on the measurement of the degree of satisfaction among the customers of the State Bank of India (SBI) in its branches in India who are availing the e-Banking (Electronic Banking) facilities offered by the bank for its customers. This research holds a lot of significance since digital banking is on the rise in India, making it imperative to understand how the customer perceives or feels about such services. This research was carried out in the form of an extensive study through surveys with the respondents for gathering insights from the customers of SBI to know about their experiences with the e-Banking services provided by SBI along with other information like their concerns over the security systems implemented by SBI for ensuring the integrity of their transactions to facilitate hassle-free banking. The ultimate aim of this research is to provide information, useful to the policymakers and stakeholders in the Indian banking and finance industry, which would enable SBI to maintain its position as one of the foremost providers of digital banking services, enabling it to adapt to the changing needs and expectations of the customers, today and tomorrow, enabling it to be true to the expectations by its customers in India and in the world.

Keywords: E-banking, Digital transformation, Service quality, Technological innovation, Customer satisfaction.

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