Service quality is a measure of how an organization delivers its services compared to the expectations of its customers. Customers purchase services as a response to specific needs. They either consciously or unconsciously have certain standards and expectations for how a company's delivery of services fulfills those needs. A company with high service quality offers services that match or exceed its customers' expectations. Digital services are changing the way people do business in the banking industry. Traditional banking systems are being replaced by electronic-based business models, and practically all banks are reconsidering their business process architectures and customer relationship management strategies. It's also known as digital banking or online banking, and it offers a variety of e-channels for accessing banking services, such as ATMs, credit cards, debit cards, internet banking, mobile banking, electronic fund transfers, and electronic clearing services. However, in the Indian e-banking landscape, ATMs are more widely used than other e-channels. ICICI Bank is a private sector bank that focuses on its customers. All of ICICI Bank's facilities and services are centered on its customers. This bank is primarily concerned with improving the client experience.

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Keywords: Service Quality, Digital Banking, Internet Banking, Mobile Banking, Digitalization.