SATISFACTION LEVEL OF BANKING SERVICES FOR E- COMMERCE PURPOSE IN BANKS OF NORTH GUJARAT

Abstract

This research paper investigates the satisfaction level of banking services used for e-commerce purposes among customers in the banks of North Gujarat. As digital transactions and online commercial activities continue to rise, the role of banks in facilitating seamless, secure, and efficient e-commerce services has become increasingly significant. The study aims to assess how effectively banks in this region are meeting customer expectations in areas such as internet banking, mobile banking, online fund transfers, payment gateways, and overall digital service experience. Using a structured questionnaire, data was collected from 1,200 respondents across various banks, including both public and private sector institutions. The analysis focuses on key satisfaction indicators such as service reliability, user interface, transaction speed, security features, and customer support. Findings reveal that while customers generally express moderate to high levels of satisfaction, certain areas such as digital literacy support and grievance redressal mechanisms require improvement. The study also highlights slight variations in satisfaction levels between users of public and private sector banks, suggesting differences in technological infrastructure and service delivery. The paper concludes with recommendations for enhancing the quality of banking services for e-commerce purposes, which can help banks strengthen their digital engagement and build greater customer trust in the evolving landscape of online commerce.