An Analytical Study of Customer Satisfaction Related to E-Banking Services in Select Public and Private Sector Banks in Nagpur

Volume 11, Issue 2, 2026

International Journal of Commerce and Management Studies, ISSN 2456-3684

Paper Title

Author Name and Affiliation

Dr. Virendra Disawal

Assistant Professor, Central Institute of Business Management, Research and Development, Nagpur, Maharashtra. India

Dr. Dhanashree Katekhaye,

Assistant Professor, Dr. Ambedkar Institute of Management of Management Studies and Research, Nagpur, Maharashtra, India

Abstract

This empirical study examines the key determinants of customer satisfaction with electronic banking (e-banking) services by comparing public and private sector banks in Nagpur, Maharashtra. A quantitative research design was adopted, and data were collected from 550 active banking customers representing diverse demographic segments. Principal Component Analysis (PCA) with Varimax rotation identified eight major dimensions influencing customer satisfaction: Accessibility, Convenience, Privacy, Security, Design, Contents, Speed, and Fees & Charges. To evaluate relationships and demographic variations, statistical tools such as Karl Pearson Correlation, Chi-Square Goodness-of-Fit, and Analysis of Variance (ANOVA) were employed. The findings indicate that customers reported the highest satisfaction with privacy (mean = 4.08) and accessibility (mean = 4.04), whereas design (mean = 3.56) and fees & charges (mean = 3.91) received comparatively lower ratings. Private sector banks demonstrated better performance in service delivery efficiency than public sector banks. Furthermore, age, education, income, and occupation significantly influenced overall satisfaction, while gender and marital status showed minimal impact. The study also highlights the influence of demonetization on digital banking adoption and offers strategic recommendations to enhance customer retention and e-banking service quality.

Keywords

Electronic Banking (E-Banking), Customer Satisfaction, Public Sector Banks, Private Sector Banks, Digital Banking Services.

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DOI

DOI: 10.67061/ijcams.2026.vol.11.issue.02.4074

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