An Examination of Consumer Knowledge and Satisfaction with Private Sector Bank's E-Banking Services in Chennai

Abstract

The private banking sector and its performance are significant in the financial system. The current state of the Indian banking sector is robust and highly competitive. Modern consumers exhibit a high receptiveness toward various e-banking services and organizations. Service quality is an essential and dynamic strategy for ensuring client satisfaction. It occupies a pivotal role in ensuring consumer satisfaction. Private banking sectors significantly enhance client satisfaction by providing outstanding services. In the banking industry, service quality has emerged as a critical determinant of customer loyalty and the overall customer retention rate. Dependability, safety, and compassion have consistently been crucial factors in determining the quality of service. The SERVQUAL approach has been utilized to assess the service characteristics of private banks. Several firms are focusing on enhancing their service quality. This research report aims to determine the degree of service quality and its impact on customer satisfaction in the banking industry. The study will analyze the importance of customer happiness, matching client demands, and different aspects of service quality provided by a bank. This research is primarily focused on investigating both primary and secondary information. Information was gathered directly from consumers of private sector banks in Chennai.