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

Fathimath Thasleena Kappil () and P. Santhi
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Fathimath Thasleena Kappil: Avinashilingam Institute for Home Science and Higher Education for Women
P. Santhi: Avinashilingam Institute for Home Science and Higher Education for Women

Humanities and Social Sciences Communications, 2025, vol. 12, issue 1, 1-11

Abstract: Abstract 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.

Date: 2025
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DOI: 10.1057/s41599-025-05968-5

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