Customer Satisfaction With E-Service Quality Management Practices: A Comparative Study Of Public Banks And Private Banks In India

Abstract

Objective: -The primary objective is to assess the difference of E-Service Quality Management Practices on customer satisfaction in both public and private banks.

Methodology: -This study compares and contrast quality management practices for e-services in public banks and private banks, with a particular emphasis on customer satisfaction. The primary target demographic consists of people who are customers of both public banks and private banks and actively use electronic services. To ensure that people from different demographic groups are included, convenience sampling was used with 200 participants. Public and private banks have always been considered separate categories, with consumers chosen in proportion to the respective institutions' customer bases. A structured survey questionnaire was distributed to bank customers those who are having minimum two year e-banking service experience in order to gather quantifiable data on their perceptions regarding satisfaction of e- service quality management.

Findings: -To summarize, statistical analyses of variations and means across numerous parameters show that, there is a significant difference in customer satisfaction between public and private banks in terms of overall satisfaction, security, accessibility, responsiveness, reliability and ease of use. Consumers of public banks tend to have greater responsiveness than customers of private banks. Consumers of public banks reported better accessibility than customers of private banks. Consumers of public banks reported better reliability than customers of private banks. On average, Consumers of public banks tend to have greater satisfaction than customers of private banks.

Practical Implications: - This is especially important for commercial banks, which often compete on service quality as well as public banks working to modernize and enhance client attitudes. High levels of client satisfaction with e-services result in greater customer retention.