IMPACT OF DIGITAL BANKING ON CUSTOMER SATISFACTION IN INDIAN BANKS-A STUDY


Santosh Basingi
Assistant professor , KLE's S.S.M.S. College, Athani, Karnataka
Abstract
Digital banking has changed the way people use banking services in India. It allows customers to do financial transactions anytime and anywhere without visiting the bank. Services like mobile banking, internet banking, UPI, and digital wallets have made banking faster and easier. This study aims to understand how these digital banking services affect customer satisfaction in Indian banks. The research focuses on both public and private sector banks. It studies how customers feel about the speed, safety, convenience, and reliability of digital services. The study also tries to find out the main problems customers face while using these services, such as technical issues, security concerns, and lack of personal interaction. Primary data is collected through questionnaires from bank customers across different age groups and professions. Secondary data is collected from bank reports, RBI publications, and research articles. The data is analyzed to understand the relationship between digital banking features and customer satisfaction. The findings show that most customers are happy with digital banking because it saves time and provides 24/7 access. However, some customers still face difficulties due to network problems, app errors, and low awareness about digital safety. The study also finds that younger customers are more satisfied and comfortable with digital banking than older users. The study concludes that digital banking has a strong positive impact on customer satisfaction in Indian banks. Banks should continue improving their digital platforms, increase security measures, and provide better customer support to ensure trust and satisfaction among all users.
Keywords:
Journal Name :
International Journal of Indian Economic Light(JIEL)

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Published on : 2025-11-05

Vol : 13
Issue : 8
Month : November
Year : 2025
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