A COMPARATIVE STUDY ON SERVICE QUALITY TOWARDS ONLINE BANKING SERVICES AMONG PUBLIC AND PRIVATE SECTOR BANKS IN BANGALORE.

Abstract

This comparative study investigates the nuances of online banking service quality provided by public and private sector banks in Bangalore. Focused on user interface, accessibility, and security, the research unveils distinctive approaches. Public sector banks prioritize simplicity and inclusivity in their user interfaces, catering to diverse digital literacy levels. In contrast, private sector banks leverage innovation with visually appealing designs for a tech-savvy clientele. Security measures diverge, with public banks relying on established protocols and private banks investing in cutting-edge technologies. Striking a balance between robust security and user-friendly access emerges as a critical challenge for both sectors. The study concludes with recommendations, urging collaboration for innovation, continuous user feedback, unified security standards, investment in digital literacy, user-centric security education, and regular security audits. These insights aim to guide the banking industry in Bangalore toward providing secure, accessible, and user-centric online banking experiences.

Key words: Online Banking, Service Quality, Comparative Analysis, Public Sector Banks, Private Sector Banks, Customer Satisfaction