Customer Perceptions of Digital Services Offered by the Public and Private Sector Banks : An Empirical Analysis

The purpose of this study is to present an empirical analysis of respondents’ perceptions of digital banking services offered by public and private sector banks. The study employs various statistical tools, including mean, standard deviation, t-test, and significance levels, to evaluate service quality dimensions such as efficiency and ease of use, system availability, reliability, security and privacy, responsiveness and communication, assistance, and customer satisfaction. The findings reveal that there is no significant difference in respondents’ perceptions for most dimensions, except for responsiveness and communication, and assistance, where private sector banks are perceived more favorably. The analysis underscores the importance of these dimensions in providing sustainable and reliable digital banking services, highlighting the need for both public and private sector banks to ensure high standards in these areas to meet customer expectations. The study’s results indicate that while public and private sector banks offer similar levels of service quality in most dimensions, private sector banks excel in responsiveness and assistance. This suggests that private sector banks may have better-trained staff and more efficient support systems, leading to higher customer satisfaction in these areas. It also highlights the need for continuous improvement in digital banking services to maintain customer satisfaction and competitiveness in the banking industry. The implications of this study can help banks identify areas for improvement and develop strategies to enhance their digital banking services, ultimately leading to better customer experiences, inclusivity and customer loyalty.