International Journal For Multidisciplinary Research

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

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Call for Paper Volume 8, Issue 4 (July-August 2026) Submit your research before last 3 days of August to publish your research paper in the issue of July-August.
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Volume 8 Issue 4
July-August 2026

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Impact of Perceived Cybersecurity on Customer Satisfaction in E-Banking: Comparative Insights from Public and Private Sector Banks.

Author(s) Pooja Graak, Dr. Nameeta Garg
Country India
Abstract Ebanking has transformed customer interactions with financial institutions, making cybersecurity perception a critical determinant of satisfaction and trust. The paper has investigated the impact of perceived cybersecurity on customer satisfaction in ebanking, with comparative insights from public and private sector banks. The data has been collected from 200 respondents equally divided by gender by means of structured scale that integrates dimensions of cybersecurity and customer satisfaction. Descriptive statistics revealed high ratings for ease of use and perceived security, while grievance redressal and responsiveness scored lower. Inferential analysis confirmed a strong positive correlation between perceived cybersecurity and customer satisfaction, with private banks outperforming public banks on both measures. The findings highlighted that while technological convenience and security drive satisfaction, service responsiveness and grievance handling remain critical areas for improvement. This research contributes to management and commerce literature by demonstrating that cybersecurity perception is not only a technical safeguard but also a strategic driver of customer loyalty in digital banking.
Keywords Perceived Cybersecurity, Customer Satisfaction, EBanking Services, Public Sector Banks, Private Sector Banks
Field Mathematics > Economy / Commerce
Published In Volume 8, Issue 4, July-August 2026
Published On 2026-07-26
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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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