A Study On Customer Satisfaction With E-Banking In Private Sector Banks – Icici & Hdfc With Special Reference To Indore District

Abstract

The present study examines the level of customer satisfaction with e-banking services offered by private sector banks, namely ICICI Bank and HDFC Bank, with special reference to Indore District. With rapid digitalization of banking services, e-banking has become a vital delivery channel influencing customer convenience, efficiency, and loyalty. The study aims to analyze customer satisfaction, identify factors affecting satisfaction, and compare the performance of ICICI and HDFC banks in e-banking services. Primary data were collected from 200 respondents using a structured questionnaire. Statistical tools such as percentage analysis, mean score analysis, standard deviation, and t-test were used for analysis. The findings reveal that customers of both banks are largely satisfied with e-banking services, though HDFC Bank shows marginally higher satisfaction in security and customer support. The study concludes with suggestions to enhance e-banking service quality and customer experience.