International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

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Digital Storefronts: An Empirical Examination of Prevailing E-Banking Practices among Commercial Banks in Bengaluru City

Author(s) Shwetha H N
Country India
Abstract Purpose: This study empirically examines the prevailing e-banking practices of commercial banks operating in Bengaluru City, India's technology capital. It develops and applies an E-Banking Practices Maturity Index (EBPMI) across four dimensions: Transactional, Informational, Interactive, and Innovative Services.
Design/Methodology/Approach: A cross-sectional audit-based study was conducted on 15 scheduled commercial banks (5 Public Sector, 7 Private Sector, 3 Foreign) operating in Bengaluru Urban District. Data were collected using a 54-item structured observation checklist covering e-banking features, security protocols, and user experience metrics. The EBPMI was scored on a 0–100 scale. One-way ANOVA, independent t-tests, hierarchical cluster analysis, and Pearson correlations were employed.
Findings: The overall mean EBPMI was 68.4 (SD = 14.2), indicating "Established" to "Advanced" maturity. Private sector banks scored significantly higher (M = 79.3, SD = 8.1) than public sector banks (M = 52.8, SD = 7.4, p < .001). Foreign banks (M = 76.7, SD = 9.2) were comparable to large private banks. The largest gap was observed on the "Innovative Services" dimension, where private banks (M = 20.1/25) nearly doubled PSB scores (M = 9.8/25). Cluster analysis revealed three natural groups: "Digital Leaders" (HDFC, ICICI, Axis, DBS), "Established Providers" (SBI, Kotak, Federal, StanChart, HSBC), and "Digital Laggards" (remaining PSBs). App store rating was strongly correlated with EBPMI (r = 0.82, p < .001).
Originality/Value: The study introduces a comprehensive, multi-dimensional EBPMI framework that moves beyond binary e-banking adoption measures. It provides a replicable audit methodology and a diagnostic tool for banks, regulators, and customers to assess and benchmark e-banking maturity.
Keywords E-Banking, Digital Banking, Commercial Banks, Maturity Index, Bengaluru, Public Sector Banks, Private Sector Banks, Innovation in Banking
Field Business Administration
Published In Volume 6, Issue 6, November-December 2024
Published On 2024-11-09
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E-ISSN 2582-2160
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CrossRef DOI prefix of IJFMR is 10.36948/ijfmr

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