Comparative Analysis of E-Banking Awareness and Customer Satisfaction Between SBI and ICICI Bank Customers in Sangareddy District, Telangana

Paper ID: EIJTEM_2026_13_2_283-294

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

Volume: 13

Issue: 2

Year: 2026

Page No: 283-294

Abstract:

The rapid growth of digital technology has transformed the banking sector from traditional branch-based services to electronic banking platforms. E-banking services such as internet banking, mobile banking, ATM services, UPI, NEFT/RTGS, electronic bill payment, and online fund transfer have improved the speed, convenience, accessibility, and efficiency of banking services. However, the level of awareness, usage, and satisfaction differs across banking institutions and customer groups, especially in semi-urban regions. The present study examines the e-banking practices of ICICI Bank and State Bank of India with special reference to Sangareddy district, Telangana. The study focuses on customer awareness, satisfaction, usage patterns, demographic influences, and the comparative effectiveness of e-banking services between a private sector bank and a public sector bank. The research is based on primary data collected from 500 respondents, equally representing SBI and ICICI Bank customers. A structured questionnaire was used to collect responses related to demographic profile, awareness of e-banking services, frequency of usage, satisfaction level, digital trust, and cybersecurity awareness. The collected data was analyzed using SPSS software. Descriptive statistics, normality tests, Mann–Whitney U test, Kruskal–Wallis test, Chi-square test, correlation analysis, regression analysis, and Cronbach’s Alpha reliability test were used for analysis. The findings indicate that ICICI Bank customers show higher levels of e-banking awareness and customer satisfaction compared to SBI customers. ICICI performs better in digital convenience, mobile app performance, fee clarity, service speed, and customer recommendation. SBI customers show stronger institutional trust and accessibility but face limitations in app responsiveness and advanced digital service adoption. The study concludes that improving customer awareness is essential for increasing satisfaction with e-banking services. The findings suggest that SBI should focus on app optimization, digital literacy, fee transparency, and rural customer support, while ICICI should expand its inclusive reach in semi-urban and rural customer segments.

Keywords: E-Banking; Customer Awareness; Customer Satisfaction; Digital Banking; SBI; ICICI Bank; Sangareddy District; Public and Private Sector Banks; E-Banking Usage; Digital Financial Services.

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