The rapid advancement of digital technology has transformed the way private sector organizations deliver services to their customers through various electronic platforms. This study aims to examine customer satisfaction towards e-services offered by private sector organizations, with a focus on factors such as service quality, ease of use, reliability, security, and responsiveness. The research is based on primary data collected from customers who actively use e-services such as online banking, mobile applications, customer portals, and digital support systems. A structured questionnaire was used to gather data, and statistical tools such as Structural equation model were employed for interpretation. The findings of the study reveal that customer satisfaction is significantly influenced by the convenience, speed, and accessibility of e-services. While customers highly appreciate time-saving features and 24/7 availability, concerns related to data security, technical issues, and delayed responses continue to affect overall satisfaction levels. The study also highlights that user-friendly interfaces and prompt customer support play a crucial role in enhancing customer experience. The research provides valuable insights for private sector banks to improve their e-service strategies and strengthen customer relationships. The study concludes that continuous technological innovation and customer-centric digital service design are essential for achieving higher customer satisfaction in the competitive private sector environment.
Keywords: Private Sector banks, e-services, customer satisfaction and customer perception.
How to cite this article: Biruntha D, Kalpana G, A Study On Customer Satisfaction Towards The E-Services Offered By Private Sector Banks. Int J Drug Deliv Technol. 2026;16(3s): 156-160; DOI: 10.25258/ijddt.16.3s.22