International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

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Customer Perception and Satisfaction in the Era of Digital Banking:A Study with Reference to State Bank of India in Mumbai Suburban Region

Author(s) Shraddha Singh
Country India
Abstract The rapid digital transformation of the Indian banking sector has redefined customer experiences and service expectations. This study investigates customer perception and satisfaction toward digital banking services provided by the State Bank of India (SBI) in the Mumbai Suburban Region, emphasizing how technology-driven innovations influence banking behaviour and service evaluation. The research aims to assess the extent to which convenience, security, accessibility, responsiveness, and reliability affect overall customer satisfaction. A descriptive research design was adopted, and data were collected from 500 respondents through a structured questionnaire. Statistical tools such as mean analysis, correlation, and ANOVA were employed to identify key determinants of satisfaction and to test the relationship between demographic variables and customer perception. The findings reveal that customers exhibit a positive attitude toward digital banking, largely due to ease of access and time efficiency. However, concerns persist regarding data privacy, cyber-security, and personalized service support. The results underscore the need for continuous technological improvement, robust security frameworks, and enhanced customer education to strengthen trust and loyalty. This paper contributes to the existing body of literature by offering empirical insights into the digital banking experience of urban Indian customers and provides policy implications for banks seeking to optimize customer satisfaction in an increasingly digitalized financial environment.
Keywords Digital Banking, Customer Perception, Customer Satisfaction, State Bank of India, Financial Technology, Mumbai Suburban Region
Published In Volume 7, Issue 6, November-December 2025
Published On 2025-12-25
DOI https://doi.org/10.36948/ijfmr.2025.v07i06.65956
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E-ISSN 2582-2160
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