Customer Satisfaction in Digital Banking: Trends and Research Gaps

Ravinder Singh; Manju Singla

doi:10.36948/ijfmr.2026.v08i02.73288

Customer Satisfaction in Digital Banking: Trends and Research Gaps

Author(s)	Dr. Ravinder Singh, Dr. Manju Singla
Country	India
Abstract	The rapid digitalisation of banking services in India — catalysed by the Unified Payments Interface (UPI), Jan Dhan Yojana, demonetisation (2016), and the COVID-19-driven behavioural shift — has fundamentally altered the landscape of customer experience and satisfaction. This paper presents a systematic literature review (SLR) of 85 Scopus-indexed and peer-reviewed studies published between 2010 and 2024 that examine customer satisfaction in the context of digital banking in India. Following a PRISMA-aligned protocol, the review synthesises evidence across seven major thematic clusters: service quality determinants, mobile and UPI-based payment satisfaction, trust and security perceptions, loyalty and switching behaviour, the moderating role of demographic variables, artificial intelligence (AI) and chatbot-mediated service encounters, and the post-pandemic digital banking experience. The review documents a clear evolution in theoretical frameworks — from early TAM-based adoption studies toward hybrid structural equation models integrating trust, perceived risk, and service recovery constructs. Findings consistently indicate that reliability, perceived security, and responsiveness are the most significant predictors of digital banking satisfaction among Indian consumers, while trust deficits and digital literacy gaps continue to constrain satisfaction in rural and semi-urban populations. The paper identifies eight substantive research gaps — including the near-total absence of studies on Central Bank Digital Currency (CBDC/e-Rupee) satisfaction, neo-bank service quality, cross-channel (phygital) banking journeys, and longitudinal satisfaction dynamics — and proposes a structured research agenda. Implications for bank management, fintech design, and regulatory policy are discussed.
Keywords	customer satisfaction, digital banking, mobile banking, UPI, service quality, India, fintech, trust, TAM, SERVQUAL, systematic literature review
Field	Sociology > Administration / Law / Management
Published In	Volume 8, Issue 2, March-April 2026
Published On	2026-04-03
DOI	https://doi.org/10.36948/ijfmr.2026.v08i02.73288

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Customer Satisfaction in Digital Banking: Trends and Research Gaps

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