A study on E-banking services with special reference to public sector banks in Bengaluru City

The rise of e-banking has transformed the banking landscape in India, especially in metropolitan areas like Bengaluru. Public sector banks are increasingly adopting digital platforms such as mobile banking, internet banking, and UPI services to meet customer expectations. This study focuses on evaluating customer satisfaction and the effectiveness of e-banking services offered by public banks in Bengaluru city. Key influencing factors such as service quality, ease of use, security, accessibility, and trust were analysed. A conceptual model was developed to study how these factors affect usage and satisfaction. Data was collected through a structured questionnaire and analysed using statistical tools like factor analysis and regression. Results show a positive relationship between usage of e-banking and customer satisfaction. However, challenges like technical issues and digital literacy gaps remain. The study suggests strategic improvements to enhance service delivery. The findings aim to support banks and policymakers in strengthening digital banking in the public sector.