Authors: Bindu Tripati Assistant Professor, Shraddha Vishwakarma
Abstract: Digital banking has transformed the Indian banking sector by providing customers with fast, secure, and convenient financial services through mobile banking, internet banking, UPI, ATMs, and digital payment applications. This research paper examines the impact of digital banking services on customer satisfaction among users of Indian banks. The study aims to analyse customer awareness, usage patterns, satisfaction level, and the major challenges faced while using digital banking services. The research is based on both primary and secondary data. Primary data is collected through a structured questionnaire from 100 respondents, while secondary data is collected from journals, books, RBI reports, and research articles. The findings indicate that most customers prefer digital banking because of convenience, speed, and 24×7 availability. However, issues such as cybersecurity threats, internet connectivity, and lack of digital literacy continue to affect customer experience. The study concludes that digital banking has significantly improved customer satisfaction, but banks must continuously strengthen security measures, improve customer awareness, and provide user-friendly digital services to increase customer trust and adoption.
