A Study on Digital Banking Adoption and Its Impact on Operational Efficiency of Union Bank of India

Dr. K. Swapna Sri, S. Prathyusha

1. Associate Professor, CMR Institute of Technology, Hyderabad, Telangana, India.

Email ID: swapnasri@cmritonline.ac.in

2. Student of MBA, CMR Institute of Technology, Hyderabad, Telangana, India.

Email ID: prathyushasanapa@gmail.com

Abstract:

The study titled “A Study on Digital Banking Adoption and Its Impact on Operational Efficiency of Union Bank of India” examines the adoption of digital banking services and their effect on the bank's operational efficiency. The study focuses on services such as mobile banking, internet banking, UPI, and ATM facilities. The objectives are to analyze digital banking adoption, evaluate its impact on operational efficiency, and assess customer satisfaction.

The research is based on primary data collected from 100 respondents through a structured questionnaire and analyzed using percentage analysis. The findings reveal that mobile banking and UPI are the most preferred digital channels among customers. Digital banking has improved transaction speed, reduced costs and errors, enhanced staff productivity, and decreased branch workload. Customers also reported high levels of satisfaction and trust in digital banking services.

The study concludes that digital banking has a positive impact on the operational efficiency of Union Bank of India and recommends increasing customer awareness, strengthening security measures, and improving digital support services to encourage greater adoption and satisfaction.

Keywords: Digital Banking, Operational Efficiency, Customer Satisfaction, Mobile Banking, UPI, Union Bank of India.