Paper Key : IRJ************230
Author: Ayush Kumar Chauhan
Date Published: 06 Apr 2025
Abstract
E-banking services have revolutionized the financial industry by offering customers seamless, efficient, and convenient banking experiences. This study examines the service quality of e-banking by analyzing key factors that influence customer satisfaction, trust, and loyalty. The research focuses on dimensions such as reliability, security, responsiveness, ease of use, and personalization, which are critical in determining the effectiveness of digital banking services. Despite the numerous benefits of e-banking, challenges such as cybersecurity threats, technical issues, and digital illiteracy persist. The study highlights the importance of continuous technological advancements, robust security measures, and customer-centric innovations to enhance service quality. Additionally, it explores future trends such as artificial intelligence, blockchain, and biometric authentication, which are reshaping the e-banking landscape. Findings from this study emphasize that maintaining high service quality in e-banking is crucial for customer retention and financial inclusion. Banks must adopt proactive strategies to address emerging challenges and improve digital banking experiences.
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