Authors: Abhishek Suhas Chaudhari, Prof. Neelam Patil
Abstract: Digital banking has transformed the banking industry by providing customers with quick, easy, and tech-driven financial services. The rapid growth of mobile banking, internet banking, UPI platforms, and digital payment systems has significantly influenced how people in India manage their finances. This research examines the impact of digital banking on customer satisfaction and financial inclusion. The study uses primary data from 100 participants who completed a structured survey. Tools such as percentage analysis, mean analysis, correlation analysis, and chi-square testing were used to analyze the data. The results indicate that digital banking increases customer satisfaction by making banking more convenient, faster, easier to use, and less dependent on physical bank branches. The study also shows that digital banking helps improve financial inclusion by providing banking services to people in rural and underserved areas. However, there are still challenges such as poor internet connectivity, lack of digital knowledge, and security concerns that limit the widespread use of digital banking. The research concludes that digital banking plays a crucial role in enhancing the customer experience and increasing the accessibility of financial services. To support the growth of digital banking in India, there is a need for better technology, improved cybersecurity, and increased awareness programs.
DOI: https://doi.org/10.5281/zenodo.20340717
