Customers’ Satisfaction and Awareness of Commercial Banks’ E-Delivery Channels in Urban Punjab

Innovative technology has emerged as a competitive advantage and has transformed the banking environment, customer choices, habits, and most importantly, customer satisfaction levels. A commercial bank’s electronic delivery channels positively affect customer satisfaction. In the present study, the researcher, with the size of 1200 e-bank customers’ conducted empirical research in urban Punjab in the month of July 2021 and reached the conclusion that the level of Customers’ satisfaction is continuously increasing in all types of banks, age, gender, occupation, and location-wise but private sector banks have edge over public sector banks and at the same level of customers’ satisfaction somewhat low in rural sector customers’ due to lack of awareness regarding e-services of banks. The major implication of this study is that public sector banks should enhance e-services by creating full awareness especially in the rural sector otherwise, their survival may be in danger. The emerging new technology is a threat and also motivation for public sector banks. Secondly, all types of banks should also give their full concentration that is why customers are using only selected e-services for selected purposes and all banks should give full concentration on how they can spread awareness about e-services, especially in the rural sector.