The Indian banking sector is crucial to the economic growth of any nation, and in recent years,
India's banking industry has experienced substantial transformation. This evolution has been largely driven by
regulatory reforms and the rapid adoption of digital technologies. These developments have compelled banks to
improve service delivery and adapt to changing customer expectations. Although e-banking has seen widespread
adoption across India, it is still essential to evaluate how effectively banks are delivering these services and
whether they align with customer needs. The study used a mixed-method approach, collecting
quantitative/Numerical data on e-banking usage with qualitative insights from customers of leading Indian
banks. The findings reveal a marked increase in e-banking usage, spurred by rising smartphone penetration and
initiatives like Digital India. However, they also underscore the need for banks to invest in secure, user-friendly
digital platforms while addressing challenges related to the digital divide. For e-banking to contribute to
inclusive growth, collaboration between policymakers and banking institutions is vital.
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