Name: Prince Singla, Satpal Mehara
Country: India

Year: 2026
Volume: Volume No: 13, Issue No: 1, Year: 2026
Page Number: 411-420
DOI: https://doi.org/10.5281/zenodo.20589330

The Indian banking sector has undergone a profound transformation with the rapid adoption of electronic banking services encompassing ATMs, internet banking, mobile banking, UPI, NEFT, RTGS, IMPS, ECS and online bill payment systems. The present research examines and compares the performance of e-banking services offered by selected public and private sector banks in Haryana. The study analyses customer awareness, customer satisfaction, problems faced during e-banking usage, and overall effectiveness of digital banking facilities across different demographic groups. Primary data was collected from 600 respondents across ten districts of Haryana using stratified random sampling. Selected public sector banks included SBI, PNB, Bank of Baroda and Canara Bank; private sector banks included ICICI, HDFC, Axis Bank, and Kotak Mahindra Bank. Statistical tools employed include percentage analysis, mean, standard deviation, t-test, ANOVA, chi-square, Pearson correlation, and Garrett Ranking. Findings reveal that private sector banks outperform in advanced digital services while public sector banks demonstrate competitive advantage in affordability and
basic accessibility. Major customer problems include network connectivity issues, server downtime, and cybersecurity concerns.