Comparative Analysis of Customer Perception Toward E-Banking in Indian Banks

Abstract

This paper aims at analyzing the perception of Electronic Banking Services (E-Banking) of customers in public banks and private banks in India with the help of secondary data of two representative banks, SBI and HDFC Bank, respectively. The study does not depend on a primary survey on the customers instead it collates and visualises data published by an RBI, NPCI, NFHS-5, and World Bank's Global Findex database and interprets the trends using SERVQUAL and TAM/UTAUT literature in Indian banking. The analysis provides insights into the growth of transaction value and transaction volume by month for all UPI transactions and bank-wise growth of UPI ecosystem for FY25-26, expansion in number of banks live on UPI, comparative analysis of UPI chargeback incidence, UPI chargeback ratio and UPI dispute-acceptance rate of SBI, HDFC Bank for May 2025 and May 2026 in graphical and tabular form. Results show continued expansion in UPI value, volume, and bank participation, alongside diverging year-on-year chargeback trajectories: SBI recorded a fall in both chargebacks received and its chargeback ratio despite a double-digit rise in transaction volume, while HDFC Bank recorded a rise in chargebacks received and its chargeback ratio despite a contraction in transaction volume; both banks recorded a fall in the share of disputes resolved in the customer's favour. National-level financial-inclusion data further reveal persistent gender and digital-literacy gaps that bear on customer perception independent of bank ownership type. The paper situates these statistical patterns within the SERVQUAL and UTAUT literature, draws implications for grievance-redress design and digital-literacy policy, and It proposes a primary-survey research agenda, which is based in the SBI-HDFC-Kanpur context, to validate the inferences offered here, and introduces a digital-literacy policy.