Evaluating the Impact of E-Banking Services on Consumer Behavior

Abstract

E-banking has revolutionized the way consumers interact with financial institutions. It encompasses a wide range of services, including online banking,ATM facilities, and digital payment platforms. Over the past two decades, the rapid adoption of digital technologies, widespread internet access, and increasing smartphone penetration have contributed significantly to the growth of e-banking services.It has also transformed consumer behavior. Factors such as convenience, speed, accessibility, and security influence consumer behavior.This study examines how consumers use electronic banking services, with a particular emphasis on ATM, mobile, and internet banking. This study employs a descriptive research design to examine consumer preferences, satisfaction levels, and usage patterns in electronic banking. Closed-ended surveys and interviews are used to gather primary data, offering both quantitative and qualitative insights into consumer behavior. In order to comprehend how information technology affects banks' financial and operational performance, the study examines pertinent literature, highlighting the importance of customer happiness in accomplishing organizational goals. It also emphasizes the advantages of electronic banking, such as its convenience, better rates, portability, time-saving features, and improved investment management and monitoring. The study aims to determine consumer preferences for online banking services, compare customer satisfaction across private and public bank clients, and evaluate how demographic characteristics affect the use of online banking. When data is analyzed, statistical procedures like the Chi-square test and ANOVA (F-test) are used to find significant relationships between different factors and electronic banking services. The results offer significant perspectives for policymakers and banking professionals in improving electronic banking services to fulfill the changing demands and anticipations of clients.