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Review Papers | Economics | India | Volume 12 Issue 12, December 2023

Customer Satisfaction of E-Banking Services and Products Provided by the Nationalized and Private Banks: A Review of Literature

Cecilia F Goveas | Shripathi Kalluraya

Abstract: This literature review examines research on customer satisfaction with digital banking services offered by private and public sector banks. Sixty-four studies were analysed to synthesize current knowledge and uncover gaps to guide future research. Findings indicate that while both types of banks have enhanced e-banking services, improving customer satisfaction, private banks often outperform in responsiveness and innovation. As mobile and internet banking advance customers increasingly prioritize e-banking for faster more efficient services. Core banking associates positively with satisfaction. Studies suggest customers have slightly higher satisfaction with private versus government banks, though insignificantly. Customers? service quality expectations also tend to exceed perceptions, especially regarding reliability, responsiveness and empathy. Satisfied customers are more likely to recommend their bank and continue using it, demonstrating satisfaction?s role in retention. Where e-banking lacks security, reliability, accessibility or obtainability, usage decreases. Ease of use, speed and convenience impact satisfaction significantly. Banks should invest in reliable, fast, user-friendly mobile banking technology and infrastructure to ensure satisfaction. Maintaining service quality and continuously updating processes to deliver eager, flawless services can foster durable customer relationships, boost loyalty, and achieve long-term success as client preferences evolve.

Keywords: Customer Satisfaction, e-banking, Customer Retention, Accessibility, Reliability

Edition: Volume 12 Issue 12, December 2023,

Pages: 84 - 101