Impact of Virtual Banking Services on Service Quality and Customer Satisfaction at Punjab National Bank Ltd. with Special Reference to Ernakulam District

Abstract

The Indian banking sector has undergone significant transformations with the advent of digital technologies. One of the largest public sector banks in India, Punjab National Bank Ltd. (PNB), has made virtual banking a key component of its service portfolio. This study looks at how PNB’s online banking services affect client happiness and service quality, specifically in the district of Ernakulam. Those clients who use virtual banking can enjoy such benefits as round-the-clock availability of services, fast money transfers, and minimal need for physical branches. The challenge, however, is to fulfill the client’s expectations regarding the important aspects of service quality, such as reliability, tangibility, certainty, responsiveness, and empathy. This research study aims at exploring both the qualitative and quantitative data in order to assess the customers’ perceptions. A structured survey of 200 PNB customers was administered to collect data from respondents. The findings of the study reveal that while virtual banking services enhance the efficiency and ease of doing business, PNB’s customer service, particularly in terms of responsiveness and empathy, has been found to be lacking. The results of the study also show that it is important to consider both the technological platform and the human component in order to enhance customer loyalty and happiness in the digital environment. The study concludes that in order to build on its virtual banking offerings, PNB must focus on improving both the digital platform and the personalized services.