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The Impact of E-Banking Service Quality on Customer Satisfaction
G. S. Kusuma, Research Scholar, PG & Research Department of Commerce, Bishop Heber College(Autonomous) (Affiliated to Bharathidasan University), Tiruchirapalli, Dr.P.Kanagaraju,Assistant Professor,PG & Research Department of Commerce,
Pages: 01-21 | First Published: 05 Mar 2025
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Abstract 

This theory presents a multi-layered investigation of consumer loyalty concerning e-banking administrations. In the quickly advancing computerized scene, understanding consumer loyalty is vital for e-banking suppliers. This study utilizes a complete methodology, using both quantitative and subjective strategies. Quantitative information is gathered through studies, zeroing in on elements, for example, site convenience, exchange speed, security, client care, and administration unwavering quality. Subjective information is assembled from top-to-bottom meetings, investigating clients' close-to-home reactions and discernments. Through factual examination and topical coding, the review recognizes key drivers and hindrances influencing consumer loyalty. Discoveries uncover nuanced bits of knowledge into the e-banking experience, revealing insight into regions for development. The complex structure gives a comprehensive view, empowering e-banking foundations to improve their administrations and designer contributions to more readily meet client assumptions. At last, this exploration adds to the streamlining of e-banking administrations and offers a significant asset for professionals and scientists in the field.This research is used secondary data to find the experience of the user and use this data to train the model. The accuracy of the model after training is found in this stage which improves the research and makes
the research appropriate. The multidimensional analysis improves the accuracy of finding customer satisfaction. This project uses machine learning techniques to find the accuracy of the model and to solve the issue to improve customer satisfaction.
Keywords: Online Banking Services, reliability, efficacy, consumer happiness, innovative technical characteristics.

References

[1] Singh, M., 2020. A Study of customer satisfaction on E–banking service quality in public and private sector banks concerning gender and age. Asian Journal of Management, 11(3), pp.259-265.
[2] Shamil, M.M., Herath, H.M.T. and Sumatiratne, W.M., 2023. The Influence of e-Banking Service Quality on e-Customer Satisfaction and Loyalty: A Sri Lankan Study. WM O, The Influence of e-Banking Service Quality on e-Customer Satisfaction and Loyalty: A Sri Lankan Study (June 10, 2023).
[3] Bashir, M.A., Ali, M.H., Wai, L.M., Hossain, M.I. and Rahaman, M.S., 2020. The mediating effect of customer perceived value on the relationship between service quality and customer satisfaction of E-Banking in Bangladesh. International Journal of Advanced Science and Technology, 29(2), pp.3590-3606.
[4] Shankar, A. and Jebarajakirthy, C., 2019. The influence of e-banking service quality on customer loyalty: A moderated mediation approach. International Journal of Bank Marketing, 37(5), pp.1119-1142.
[5] Paul, P., Giri, S., Mitra, P. and Haque, M.M., 2022. Analyzing the Customer Satisfaction Index of E-banking Using Kano (1984) Model Framework. Global Business Review, p.09721509221093892.
[6] Traore, K. and Loang, O.K., 2023. THE FACTORS THAT INFLUENCE E-BANKING SERVICE QUALITY IN GUINEA'S COMMERCIAL BANKS. International Journal of Accounting, 8(46), pp.153-167.
[7] Gautam, D.K. and Sah, G.K., 2023. Online Banking Service Practices and Their Impact on E-Customer Satisfaction and E-Customer Loyalty in Developing Country of South Asia-Nepal. SAGE Open, 13(3), p.21582440231185580.
[8] Tahtamouni, A., 2022. E-banking services and the satisfaction of customers in Jordanian banks. Journal of Science and Technology Policy Management.
[9] Kannaghi, M. and Shanmugam, N.K., 2019. A Study On Customer Satisfaction Of E-Banking Services In Public Sector Banks With Special Reference To Cuddalore District. Think India Journal, 22(14), pp.1623-1627.
[10] Zyberi, I. and Polo, A., 2021. Impact of service and E-service quality, price, and image on the trust and loyalty of the electronic banking customers. Reg. Sci. Inq, 13(1), pp.59-68.

 [11] Aliyev, M., Ahmadov, E., Gadirli, H., Mammadova, A. and Alasgarov, E., 2020. Segmenting bank customers via RFM model and unsupervised machine learning. arXiv preprint arXiv:2008.08662. 

[12] Anitha, P. and Patil, M.M., 2022. RFM model for customer purchase behavior using K-Means algorithm. Journal of King Saud University-Computer and Information Sciences, 34(5), pp.1785-1792.

[13] Brahmana, R.S., Mohammed, F.A. and Chairuang, K., 2020. Customer segmentation is based on the RFM model using K-means, K-medoids, and DBSCAN methods. LontarKomput. J. Ilm. Teknol. Inf, 11(1), p.32.

 [14] Darko, A.P. and Liang, D., 2022. Modeling customer satisfaction through online reviews: A FlowSort group decision model under probabilistic linguistic settings. Expert Systems with Applications, 195, p.116649.

 [15] PP Pieroni, M., C. McAloone, T. and CA Pigosso, D., 2019. Configuring new business models for the circular economy through product–service systems. Sustainability, 11(13), p.3727.

A Study on Comparative Analysis of Digital Payment Platforms: Evaluating the Impact of Google Pay and Competing Fintech Innovations in Bangalore, Karnataka, India.
B. Ganesha Research Scholar, PG & Research Department of Commerce, Bishop Heber College (Autonomous) (Affiliated to Bharathidasan University), Tiruchirapalli-17.Dr. P. Kanagaraju Assistant Professor, PG & Research Department of Commerce, Bishop Heber Coll
Pages: 22-32 | First Published: 05 Mar 2025
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Abstract 

The widespread adoption of digital payment platforms has revolutionized financial transactions by enhancing convenience, security, and efficiency. This study provides a comparative analysis of Google Pay and other fintech solutions in Bangalore, Karnataka, India, focusing on user demographics, platform preferences, satisfaction levels, challenges, and future expectations. Data were collected from 500 respondents using a structured questionnaire, followed by advanced statistical analyses, including Chi-Square tests, ANOVA, and correlation analysis. The results indicate that demographic factors have no significant impact on platform preference. Instead, transaction success rates, security, and customer support are the primary determinants of user satisfaction. The study also identifies key challenges, such as technical issues and security concerns, and proposes enhancements for future fintech innovations. Emperor Journal of Marketing Mayas Publication 23 These insights contribute to a deeper understanding of digital payment adoption and user behavior, offering valuable guidance to policymakers and fintech developers in improving financial technology solutions.

 Keywords: Digital Payments, Google Pay, Fintech, User Satisfaction, Transaction Security, Bangalore, Financial Technology. 

References

A Study on Customers' Perception towards Digital Payment Methods Used in Retail Shops in the Tiruppur District
Dr. P.Kumar, Assistant Professor, Department of Commerce (A&F), Kangeyam Institute of Commerce, Kangeyam, Tiruppur, Tamil Nadu.
Pages: 33-42 | First Published: 05 Mar 2025
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Abstract 

The study aimed to identify the factors influencing digital payment methods adoption, such as ease of use, security, and convenience. This was done by customers in the Tiruppur district. It also sought to determine whether there are any differences in perception between different customer segments, such as age and gender. The results of the study showed that most customers preferred digital payment methods due to convenience, security, and ease of use. It also showed that perception differences existed between different customer segments, with younger customers using digital payment methods than older customers. The study conducted for 125 convenient or Purposive sample methods, and has been this study analysis SPSS tools version 22* such as Simple percentage analysis and Henry Garrett’s Ranking Technique. Keyword’s: Digital payment system, Digital Banking, Purchasing, Retail Shops

References

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 Junadi & Sfenrianto (2015) “A Model of Factors Influencing Consumer’s Intention To Use 

K.Suma VellyandK.Hema Divya-(2018):DigitalPaymentsPathways: Expectation VsReality-AStudyof Small Shops In Rural Areas : Journal of Positive School Psychology: 6(2) : PP 2521 – 2525 : http://jouranalppw.com 

Kamatchi Eswaran (2019) “consumer perception towards digital payment mode with special reference to digital wallets”: RESEARCH EXPLORER-A Blind Review & Refereed Quarterly International Journal: V (22):PP. 13-20.  NaincyPrajapatiandSanjeevKumar Singh(2017):AStudyimpact ofDemonetizationononline Transactions : International journal for innovative research in multidisciplinary field: 3(7) : https://www.ijirmf.com 

 Nılamben Parmar & Suresh Machhar (2022) “a study on the adoption of e-payment systems in india: a literature review”: Scientific Journal of Finance and Financial Law Studies: 2 (1): PP. 1-12. https://ideas.repec.org/j/O10.html. RaghvendraNayak(2018): AConceptualStudyon Digitalization ofBankingIssuesAnd Challengesand Rural India : International Journal of Management, It and Engineering : 8 (6) : PP 186 – 191 http://www.ijmra.us  RenitaD’souza(2018):Examining MobileBankingasaToolforFinancialInclusioninIndia:ORFIssue Brief: 7(2): PP 264-269 : www.orfonline.org 

 Vikas Gupta & Vidhi Gupta (2015) “a study on the preference of consumer perception towards digital payments of india”: Anusandhan - The Research Repository of GIBS: 4(1): PP-27-32