Manshi Dangi, Dr. Harish Kumar Agrawal
The Indian banking industry has been significantly changed by the rapid advancement of information and communication technology, particularly with the introduction of E-Banking services. This paper investigates the impact of E-Banking on the Service Quality and Performance of Public Sector Banks (PSBs) in India. Our structured questionnaire and quantitative approach were comprised of a five-point Likert scale. In order to achieve a balance between internal and external perceptions, convenience sampling was employed to sample a total of 180 respondents, with 90 of the respondents being bank employees and 90 being customers. Service Quality and the bank's performance were the dependent variables, while E-Banking was the independent variable. The data was analysed using SPSS simple linear regression and descriptive statistics. The results indicate that there is a strong positive and statistically significant relationship between E-banking and Bank Performance (R 2 = 63.8) and E-banking and Service Quality (R 2 = 68.6). These findings suggest that improved digital banking services improve reliability, responsiveness, security, operational efficiency, consumer satisfaction, and competitiveness. The research paper concludes that E-banking is essential for improving the general performance and service delivery of Public Sector Banks. It suggests that the evolving banking landscape necessitates ongoing technological advancements, improved cybersecurity, and increased digital awareness in order to sustain growth.
DOI has been requested and is pending allotment.