Abstract

In the evolving landscape of digital finance, the quality of e-banking services has become a critical determinant of customer satisfaction and loyalty. This study aims to evaluate the e-banking service quality provided by nationalized banks in Western Uttar Pradesh from a customer-centric perspective. By employing a modified SERVQUAL model, key dimensions such as reliability, responsiveness, assurance, empathy, and tangibles were assessed based on customer feedback. Data was collected through structured questionnaires distributed among customers of major nationalized banks across urban and semi-urban regions of the area. The findings indicate that while customers appreciate the convenience and speed of e-banking platforms, there remain concerns related to service reliability, user interface design, and grievance redressal mechanisms. The study highlights significant gaps between customer expectations and perceived service delivery, suggesting the need for targeted improvements in technological infrastructure, staff training, and customer support. The insights derived from this research can assist banking institutions in refining their digital strategies to enhance service quality and foster stronger customer relationships in the digital age.