TECHNICAL IMPACT OF E-BANKING ON OPERATIONAL PERFORMANCE SERVICE QUALITY ON CUSTOMER SATISFACTION IN PRIVATE AND PUBLIC BANK

ABSTRACTThanks to the advancement of information technology, the globe has become a global village, which hasalso revolutionized the financial sector. The banks seem to be moving quickly toward IT-based goods andservices. Customers of banks are increasingly demanding, and banks can only fully meet these demandsthanks to their widespread use of technology. Modern technology has quickly changed how banks conductbusiness in the past. With only a few keystrokes, customers may access their accounts, obtain accountstatements, transfer cash, and buy draughts. Efficiency, trust, fulfilment, responsiveness, and systems areamong the characteristics of the exploratory factor analysis crucial for e-service quality satisfaction. Thereport also offers management and theoretical suggestions for boosting the use of online banking and raisinggeneral consumer satisfaction. Consumers' use of public and private sector online banking services in India.Reliability and efficiency have little effect on online consumers' happiness, but responsiveness,security/privacy, and site aesthetic are essential determinants, according to regression measurements. Theelements positively connected with overall satisfaction included an understanding of goods, rapid responsesto needs and queries, quick connections to the proper people, and attempts to shorten queues at privatesector banks. Client satisfaction is adversely correlated with assistance to the customer, appearance, andfollow-up. The only aspect that is negatively related to public sector banks is appearance; nevertheless,understanding of the product and quick service are the characteristics that are positively associated. E-banking, information technology, efficiency and responsiveness are related terms: Private Sector Banks,Public Sector Banks, and Service Quality.