Comparative Analysis of Customer Satisfaction Based on E-Banking Service Quality Between Private and Public Sector Banks: A Case Study of PNB & AXIS Bank in the Fazilka District of Punjab

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Sukhjit Kaur

Comparative Analysis of Customer Satisfaction Based on E-Banking Service Quality Between Private and Public Sector Banks: A Case Study of PNB & AXIS Bank in the Fazilka District of Punjab

Authors: Sukhjit Kaur

Unique Paper ID: 182537
Volume: 12
Issue: 2
PageNo: 2695-2701

Keywords: E-Banking Customer Satisfaction Service Quality Public Sector Banks Private Sector Banks PNB AXIS Bank Fazilka SERVQUAL

Abstract:
The digitization of banking has revolutionized service delivery across India, especially in rural and semi-urban areas. This research investigates customer satisfaction with e-banking services in two leading Indian banks: Punjab National Bank (PNB), a public sector bank, and AXIS Bank, a private sector counterpart. The study was conducted in the Fazilka district of Punjab and utilizes the SERVQUAL and e-SERVQUAL models to evaluate service quality dimensions including reliability, responsiveness, assurance, empathy, security, and ease of use. Data from 400 customers (200 from each bank) was collected via structured questionnaires. The analysis reveals that while AXIS Bank excels in responsiveness and user interface design, PNB is perceived as more reliable and trustworthy, especially among rural customers. Recommendations are proposed to bridge service quality gaps and enhance customer satisfaction.

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Cite This Article

ISSN: 2349-6002
Volume: 12
Issue: 2
PageNo: 2695-2701

Comparative Analysis of Customer Satisfaction Based on E-Banking Service Quality Between Private and Public Sector Banks: A Case Study of PNB & AXIS Bank in the Fazilka District of Punjab

Available:https://ijirt.org/article?manuscript=182537

16 Aug, 2025

Comparative Study on Financial Performance of Public and Private Sector Banks in Punjab: An Empirical Analysis between SBI and ICICI Bank (FY 2023–24)

Impact Factor
8.01 (Year 2024)

UGC Approved
Journal no 47859

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