International Journal For Multidisciplinary Research

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A Study on Consumer Satisfaction towards Allied Internet Banking (IB) Services in Bhopal: A Comparative Study between Bank of India and HDFC Banks

Author(s) Ms. Shristi Bhowmick, Dr. Sharda Gangwar
Country India
Abstract Internet Banking (IB) has a significant role in the digital financial world. Allied internet banking services have gained significant importance in the contemporary banking environment as banks increasingly rely on digital platforms to deliver value-added services to consumers. These services go beyond basic online banking functions and include mobile banking applications, digital payment systems, UPI services, online loan and credit facilities, insurance and investment services, e-statements, and technology-enabled customer support. As digital financial literacy increases, the expectations of the consumers shift towards a seamless service integration. The effectiveness and quality of these allied services is crucial in shaping consumer trust, satisfaction, and continued usage of internet banking platforms.
The study investigates satisfaction of the consumers with allied IB services by examining key factors influencing consumer satisfaction, viz, security and privacy, ease of use, reliability, accessibility, responsiveness, cost effectiveness, and overall service quality. Understanding customer perceptions of these factors is essential, as increasing competition between public and private sector banks has intensified the need to deliver efficient and customer-centric digital services.
Data has been collected primarily with the help of a questionnaire, collecting data from the consumers who are the users of Allied IB Services of the banks selected. Descriptive statistics, correlation analysis, and regression analysis were employed to examine the relationship between service usage and satisfaction levels. The findings reveal a strong positive association between frequency of usage and overall satisfaction, highlighting the importance of service quality dimensions such as security and ease of use. The findings will provide useful insights to the banks to make the quality of these services better and improve the satisfaction of the consumers.
Keywords Allied internet banking services, technology-enabled customer support, consumer satisfaction, service quality
Field Sociology > Banking / Finance
Published In Volume 8, Issue 1, January-February 2026
Published On 2026-02-20
DOI https://doi.org/10.36948/ijfmr.2026.v08i01.69187
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