An Analytical Study of Customer Satisfaction in E-Banking Services of Public Sector Banks

In recent years, the banking industry has undergone significant changes due to rapid technological advancements. Electronic banking (e-banking) has become an essential service, enabling customers to carry out banking transactions conveniently without visiting bank branches. In this context, understanding customer satisfaction has become increasingly important, particularly for public sector banks that cater to a large and diverse customer base. This study examines the level of customer satisfaction with e-banking services provided by public sector banks and identifies the key factors influencing satisfaction. The study adopts a descriptive research design and is based on primary data collected through a structured questionnaire from e-banking users in selected regions of Gujarat. Statistical tools such as descriptive statistics, correlation, regression analysis, t-test, and ANOVA were applied using SPSS software. The results indicate that factors such as ease of use, security, privacy, and accessibility play a significant role in shaping customer satisfaction. The study offers practical suggestions to improve e-banking services and enhance overall customer experience.