Authors: Shweta Ramesh Jadhav, Prof. Sonal Sharma
Abstract: The rapid advancement of digital technology has significantly transformed the banking sector, leading to the widespread adoption of digital banking services such as mobile banking, internet banking, Unified Payments Interface (UPI), and digital wallets. This study aims to examine customer perception and satisfaction towards digital banking services and identify the factors influencing their usage. The research focuses on understanding how convenience, security, accessibility, ease of use, and service quality affect customer satisfaction in the digital banking environment. The study is based on primary data collected from 100 respondents through a structured questionnaire in the Pune region. Descriptive and analytical research methods were employed to analyze customer opinions and experiences regarding digital banking services. Statistical tools such as percentage analysis, frequency distribution, and mean analysis were used for data interpretation with the help of Jamovi software. The findings of the study reveal that a majority of customers prefer digital banking services due to their convenience, time-saving nature, and easy accessibility. Security, user-friendly interfaces, and transaction speed were identified as the major factors influencing customer satisfaction. The study also highlights that digital banking services have reduced customers’ dependency on traditional banking methods and improved their overall banking experience. However, concerns related to cyber security and technical issues still remain among some users. The study concludes that customer perception towards digital banking services is largely positive and that higher service quality leads to increased customer satisfaction and continued usage. The research suggests that banks should focus on enhancing security measures, improving digital literacy, and providing efficient customer support to strengthen customer trust and satisfaction in digital banking services.
DOI: https://doi.org/10.5281/zenodo.20340874
