Abstract

With the rapid adoption of digital technologies, e-banking has transformed the traditional banking experience, particularly in semi-urban and rural regions like Western Uttar Pradesh. This study evaluates the quality of e-banking services offered by nationalized banks in this region from the customer’s perspective. Using a structured questionnaire based on the SERVQUAL framework, the research explores key dimensions such as reliability, responsiveness, assurance, empathy, and user interface efficiency. Data collected from a diverse customer base reveal a growing acceptance of digital banking, yet also highlight several areas for improvement, including system downtime, user support, and security concerns. The findings suggest that while nationalized banks have made significant strides in offering digital services, customer expectations continue to evolve. The study emphasizes the need for continual service enhancements and stronger digital engagement strategies to build trust and improve the overall user experience in e-banking.