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Stream/Area:
-
Subject:
-
Paper ID:
10.55041/IJSREM.GSTCOS100
Volume:
10 |
7 |
Jul 2026
Pages:
1-8
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
Student of MBA,
CMR Institute of Technology, Hyderabad, Telangana, India.
Assistant Professor of MBA,
CMR Institute of Technology, Hyderabad, Telangana, India.
Using digital banking facilities means customers enjoy services that are convenient, fast, and easy. This study will seek to analyze the effect of digital banking services on customer satisfaction. Among the key variables to consider here are the convenience with which customers use these services, security issues, reliability, responsiveness to customer needs, and quality of service. Since the technology has become increasingly adopted by customers, their expectations keep rising. According to findings by the researcher, variables such as convenient interface, fast transactions, and secure environment positively affect customer satisfaction. There are however certain challenges that may negatively affect customer satisfaction. Some of these challenges may include cybersecurity issues and even illiteracy issues among others. Overall, this study indicates that successful implementation of digital banking facilities translates into increased customer engagement, loyalty, and retention. Innovation and problem-solving in order to provide solutions for customers' challenges have been shown as important for success in the digital era.
KEYWORDS
This study shows that the digital banking process has become very acceptable for the users, especially youth and educated people. The UPI and mobile banking services are the most frequently used services by consumers with fund transfer as the main reason for using digital banking services. Users use digital banking on a daily basis, and they are very satisfied and confident with their services. Even though the users have some doubts about the security and technical aspects, but still the overall experience is very good. Statistical analysis has proved that digital banking services are highly favored by the users. Hence, digital banking can be called as one of the efficient banking solutions.
1. Kaur(2021–2024). Studies on digital banking in emerging economies consistently show that service quality, security, ease of use, trust, and responsiveness significantly affect customer satisfaction and loyalty. 2. Reserve Bank of India reports and publications on digital payments and banking adoption in India can provide current statistics and industry insights. 3. Davis (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–340. Venkatesh, Morris, Davis, & Davis (2003). User Acceptance of Information Technology: Toward a Unified View. MIS Quarterly, 27(3), 425–478. 4. Jun & Cai (2001). The Key Determinants of Internet Banking Service Quality: A Content Analysis. International Journal of Bank Marketing, 19(7), 276–291. https://doi.org/10.1108/02652320110409825
Publication Date
7/5/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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Conflict of Interest
The authors declare no conflict of interest related to this research work.
Funding Information
No funding information available for this research.
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