Authors: Maithili Kashinath Patil
Abstract: The digital revolution has significantly changed the banking sector, making services faster, more convenient, and easily accessible through digital platforms. In India, digital banking has grown rapidly, especially after demonetization and the COVID-19 pandemic. It allows customers to perform various banking activities such as money transfers, bill payments, and checking account details anytime and anywhere without visiting a bank branch. This study aims to examine customer satisfaction with digital banking services by focusing on important factors like ease of use, security, speed of service, technical issues, and availability of features. The research is based on primary data collected from around 100 respondents through structured questionnaires. Statistical tools such as correlation, regression, and descriptive analysis were used to understand the relationship between these factors and customer satisfaction. The findings show that digital banking has a strong positive impact on customers, especially due to its ease of use and quick service. However, technical problems and system errors can reduce user satisfaction. Overall, customers appreciate the convenience of digital banking, but improvements are needed in system reliability, user interface, and customer support. The study suggests that banks should focus on improving digital platforms, reducing technical issues, and increasing awareness and digital literacy among users to enhance overall customer satisfaction.
