An Analytical Study of the E-Banking and Customer Satisfaction in the Saurashtra Region

Abstract

The growth of digital technology has brought significant changes in the banking industry, especially through the development of electronic banking (E-banking). This study presents an analytical evaluation of E-banking services and their influence on customer satisfaction in the Saurashtra region. The main objective is to examine how customers perceive and use different E-banking facilities, including internet banking, mobile banking, ATM services, and online payment systems.

The research is based on primary data collected through structured questionnaires from bank customers in selected areas of Saurashtra. Secondary data has been collected from various academic journals, reports, books, and published sources. For data analysis, statistical tools such as percentage analysis, correlation, and regression techniques have been applied to identify the key factors affecting customer satisfaction.

The results indicate that factors such as convenience, accessibility, user-friendliness, and security play a vital role in determining customer satisfaction. At the same time, certain challenges like security concerns, lack of awareness, and technical difficulties still influence customer trust in E-banking services. The study also observes variation in satisfaction levels among different groups of customers.

In conclusion, E-banking has improved the overall banking experience by making services faster and more convenient. However, banks should focus on improving security systems, enhancing digital literacy, and providing better support services to increase customer confidence and satisfaction in the Saurashtra region.