Authors: Bhavana Santosh Mhaske
Abstract: The rapid growth of digital technology has transformed the banking sector in India, shifting service delivery from traditional branch-based models to internet and mobile-based platforms. This study examines customer satisfaction towards digital banking services with reference to selected bank customers. Data were collected from 120 respondents using a structured questionnaire based on a five-point Likert scale. The study analyses key dimensions of satisfaction namely ease of use, security, reliability, responsiveness, and personalization. Statistical tools such as percentage analysis, Chi-square test, ANOVA, correlation, and regression were used to analyse the data. Results indicate that ease of use and security are the strongest predictors of customer satisfaction. Significant differences exist across age and income groups. The study concludes with suggestions for banks to improve their digital platforms for a better customer experience.
DOI: https://doi.org/10.5281/zenodo.20307865
