Manshi Dangi, Dr. Harish Kumar Agrawal
Digital banking is a vital part of public sector banking due to the rapid development of digital technologies for banking service delivery. This systematic review focuses on the correlation of E-Banking and Service Quality in public sector banks, especially it is concerned with the factors which affects the customer's satisfaction and loyalty. Studies published from 2015 to 2025 were included in the review and a structured process of literature identification, screening, eligibility and inclusion was followed, similar to the PRISMA framework in general. 406 records were found via database and 108 records were found elsewhere. Removing duplicates, screening and eligibility, 25 full-text articles were assessed and 13 studies had been finally included in the review. The results show that the service quality of e-banking is mainly composed of reliability, responsiveness, security, convenience, accessibility, efficiency, assurance and ease of use. The reviewed studies also show that reliable transactions, quick service, safe electronic channels and ease of use are beneficial in customer satisfaction and loyalty. Despite the above, the technical issues, security/privacy issues, discontinuities in service delivery and the gap between customers' expectations and their perception of service level problems persist in public sector banks. The review finds that the adoption of customer centric digital strategies, technological enhancements, effective security measures and customer responsive service will be critical for improving the quality of E-Banking services and customer relations in Public Sector banks.
DOI has been requested and is pending allotment.