EVALUATING THE IMPACT OF E-BANKING ON CUSTOMER SATISFACTION IN PUBLIC SECTOR BANKS OF KANCHIPURAM DISTRICT

P. Anuradha; C. Thiruchelvam; M. Mohamed Rahmathullah

EVALUATING THE IMPACT OF E-BANKING ON CUSTOMER SATISFACTION IN PUBLIC SECTOR BANKS OF KANCHIPURAM DISTRICT

Authors

P. Anuradha

Ph.D., Research Scholar, H. H. The Rajah’s College (Autonomous), Pudukkottai, Tamilnadu, India.

C. Thiruchelvam

Principal and Research Supervisor, Naina Mohammed College, Aranthangi, Tamilnadu, India.

M. Mohamed Rahmathullah

Co-Supervisor, H. H. The Rajah’s College (Autonomous), Pudukkottai, Tamilnadu, India.

Keywords:

E-Banking, Customer Satisfaction, Public Sector Banks, Digital Banking, Service Quality, Kanchipuram District

Synopsis

The rapid advancement of technology has significantly transformed the banking sector, with electronic banking (e-banking) emerging as a critical tool for enhancing service delivery and customer satisfaction. E-banking encompasses all financial transactions conducted between individuals, organizations, and their banking institutions through digital platforms. It integrates information systems with communication technologies to streamline banking operations, product delivery, and customer engagement. In the context of the Indian banking industry—now one of the most dynamic in the world—public sector banks have increasingly adopted e-banking to remain competitive and responsive to evolving customer needs.
This study evaluates the impact of e-banking services on customer satisfaction within public sector banks in the Kanchipuram District. Using surveys and interviews with both customers and bank employees, it explores how digital banking initiatives influence customer perceptions, usage behavior, and overall satisfaction. The findings highlight the growing relevance of e-banking as a driver of operational efficiency, improved service quality, accessibility, and customer trust in a regional banking context.

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