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<p>In the dynamic landscape of e-banking with the ever-changing realm of technological advancements and internet influence, the banks are striving to achieve service satisfaction. The private sector banks play a pivotal role in enhancing e-service quality and thereby customer satisfaction. The study introduces the Electronic Banking Service Quality (EBSQ) scale to assess the four dimensions, namely reliability, website design, privacy, security, customer service and support. Primary data were collected from 183 digital banking customers through structured questionnaires. Utilizing PLS SEM, the research uncovers significant dimensions in the quality of e-banking services. The result indicates that customer satisfaction is highly influenced by reliability, website design, privacy and security dimensions of digital banking service quality. Additionally, customer involvement moderates the relationship between reliability, website design and customer satisfaction. The findings contribute valuable insights for Private sector banks aiming to fortify customer satisfaction in the rapidly evolving landscape of e-banking.</p>

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Navigating the digital wave: an in-depth analysis of service quality and user satisfaction in e-banking

  • 期刊论文

  • 出版模式：

    开放获取

  • 发表日期：

    2025年11月11日

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  • Fathimath Thasleena Kappil,
  • P. Santhi

摘要

In the dynamic landscape of e-banking with the ever-changing realm of technological advancements and internet influence, the banks are striving to achieve service satisfaction. The private sector banks play a pivotal role in enhancing e-service quality and thereby customer satisfaction. The study introduces the Electronic Banking Service Quality (EBSQ) scale to assess the four dimensions, namely reliability, website design, privacy, security, customer service and support. Primary data were collected from 183 digital banking customers through structured questionnaires. Utilizing PLS SEM, the research uncovers significant dimensions in the quality of e-banking services. The result indicates that customer satisfaction is highly influenced by reliability, website design, privacy and security dimensions of digital banking service quality. Additionally, customer involvement moderates the relationship between reliability, website design and customer satisfaction. The findings contribute valuable insights for Private sector banks aiming to fortify customer satisfaction in the rapidly evolving landscape of e-banking.