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Customer Satisfaction in Digital Banking

Sukhmeet Kaur Bagga

Dr. Kailash Kumar Sahu

Amity Business School

Amity University Raipur, Chhattisgarh

Abstract

The transformation of the Indian banking sector from a traditional, brick-and-mortar model to a digitized platform has dramatically reshaped customer experiences and expectations. Digital banking — which encompasses services delivered via mobile apps, UPI platforms, internet portals, and other electronic channels — has made banking more accessible, faster, and cost-effective. However, rapid adoption has also surfaced technical, security, and support-related concerns affecting user satisfaction. This study provides a comprehensive assessment of customer satisfaction with digital banking services, analyzing service usage patterns, satisfaction dimensions (such as usability, transaction speed, and support quality), device preferences, and issue resolution mechanisms. Primary data was collected from 67 digitally active respondents using a structured questionnaire. The findings reveal a strong dependence on mobile banking, a high frequency of usage, and overall satisfaction with most service features — but also identify pain points such as transaction failures, app downtimes, and inadequate support. The study concludes by offering strategic recommendations for banks to improve service reliability, enhance digital interfaces, and build stronger customer relationships.

Keywords

Digital Banking, Customer Satisfaction, Mobile Banking, Online Banking, UPI, Transaction Failures, Cybersecurity, AI in Banking, User Experience, Fintech