A Comparative Analysis of E-Banking Practices and Customer Adoption Between ICICI Bank and State Bank of India in Sangareddy District, Telangana

Paper ID: EIJTEM_2026_13_2_53-61

Author's Name: MD Muzaffer Ali, Dr. Prakash Khamparia

Volume: 13

Issue: 2

Year: 2026

Page No: 53-61

Abstract:

This study presents a comparative analysis of e-banking practices between ICICI Bank and the State Bank of India (SBI) with special reference to Sangareddy district, Telangana. The research examines differences in customer awareness, satisfaction, usage behavior, and demographic influences associated with digital banking services. Primary data were collected from 500 respondents, equally distributed between customers of ICICI Bank and SBI, using a structured questionnaire. The data were analyzed through descriptive statistics and inferential techniques including the Mann–Whitney U test, Chi-square analysis, correlation, and regression models. The findings indicate that ICICI Bank customers demonstrate comparatively higher awareness and satisfaction levels toward e-banking services, attributed to user-friendly mobile applications, transparent fee structures, and proactive digital communication strategies. Conversely, SBI customers exhibit strong institutional trust and broader accessibility but report comparatively lower satisfaction in areas such as mobile application responsiveness and advanced digital feature utilization. The study further reveals significant associations between demographic variables—particularly age, education, and occupation—and the extent of e-banking usage, with younger and more educated respondents showing greater digital adoption. The research concludes that while both banks play significant roles in digital financial inclusion, strategic improvements in digital infrastructure, user education, and service personalization are essential to enhance customer experience in semi-urban regions. The study offers actionable insights for banking institutions and policymakers to strengthen digital banking ecosystems in emerging districts of India.

Keywords: E-Banking Practices, Digital Banking Adoption, Customer Satisfaction, ICICI Bank, State Bank of India, Financial Inclusion

References:

[1] A. M. Al-Smadi, “The impact of e-banking on the performance of Jordanian banks,” Journal of Internet Banking and Commerce, vol. 17, no. 2, pp. 1–18, 2012.
[2] P. Gerrard and J. B. Cunningham, “The diffusion of internet banking among Singapore consumers,” International Journal of Bank Marketing, vol. 21, no. 1, pp. 16–28, 2003. doi: 10.1108/02652320310457776.
[3] S. Pikkarainen, T. Pikkarainen, H. Karjaluoto, and S. Pahnila, “Consumer acceptance of online banking: An extension of the technology acceptance model,” Internet Research, vol. 14, no. 3, pp. 224–235, 2004. doi: 10.1108/10662240410542652.
[4] V. Venkatesh, M. G. Morris, G. B. Davis, and F. D. Davis, “User acceptance of information technology: Toward a unified view,” MIS Quarterly, vol. 27, no. 3, pp. 425–478, 2003. doi: 10.2307/30036540.
[5] Reserve Bank of India, Report on Trend and Progress of Banking in India 2022–23, Mumbai, India: RBI, 2023.
[6] National Payments Corporation of India (NPCI), UPI Product Statistics and Digital Payments Report 2023, Mumbai, India: NPCI, 2023.
[7] H. Karjaluoto, M. Mattila, and T. Pento, “Factors underlying attitude formation towards online banking in Finland,” International Journal of Bank Marketing, vol. 20, no. 6, pp. 261–272, 2002. doi: 10.1108/02652320210446724.
[8] S. Laforet and X. Li, “Consumers’ attitudes towards online and mobile banking in China,” International Journal of Bank Marketing, vol. 23, no. 5, pp. 362–380, 2005. doi: 10.1108/02652320510629250.
[9] M. Jun and S. Cai, “The key determinants of internet banking service quality: A content analysis,” International Journal of Bank Marketing, vol. 19, no. 7, pp. 276–291, 2001. doi: 10.1108/02652320110409825.
[10] M. M. Rahman, M. A. Hossain, and M. T. A. Rahman, “Customer satisfaction and loyalty in internet banking: A study in developing country,” Journal of Electronic Commerce in Organizations, vol. 15, no. 2, pp. 1–20, 2017. doi: 10.4018/JECO.2017040101.
[11] ICICI Bank Ltd., Annual Report 2022–23, Mumbai, India: ICICI Bank, 2023.
[12] State Bank of India, Annual Report 2022–23, Mumbai, India: SBI, 2023.
[13] NITI Aayog, Digital Payments and Financial Inclusion in India Report, New Delhi, India: Government of India, 2022.
[14] K. C. Lee and N. Chung, “Understanding factors affecting trust in and satisfaction with mobile banking in Korea,” Interacting with Computers, vol. 21, no. 5–6, pp. 385–392, 2009. doi: 10.1016/j.intcom.2009.06.004.

View PDF