International Journal For Multidisciplinary Research

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

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Volume 8 Issue 5
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Impact of Digital Banking on Customer Satisfaction in India

Author(s) Mr. Aadithya Narayanan S S, Ms. Mutha Ganika Vaishnavi, Ms. Mahamooda Tahreen T, Mr. Subhash Chandra Bose M, Mr. Syed Sadath
Country India
Abstract The emergence of Digital Banking has transformed the manner in which customers engage with Banking Services throughout the country of India. Today consumers have the ability to execute money transfers, bill payments and account management at any given moment via either their mobile phones or computer devices from anywhere within the country. This research study examines how Digital Banking has an impact upon Customer Satisfaction in India.

Overall the findings reveal a majority of users now prefer Digital Banking; Digital Banking provides time savings with eliminating the needs for lengthy visits to bank branches as well as allowing a customer to access their banking services 24/7 at any location in India. Transactions that take place immediately, easy to use mobile banking applications, personalised service through regularly providing updated Account information via real time notifications, increase Consumer Trust and Satisfaction. On the other hand, there are still challenges concerning Cybersecurity Threats, Technical Issues such as mobile banking applications crashing, network reliability, and Digital Literacy among seniors and rural users; reduced human interaction when dealing with Banking matters.

In conclusion, Digital Banking in India has provided a positive impact on Customer Satisfaction. However, in order for Banks to sustain their long-term Trust and Satisfaction from their Customers, Banks will need to continue to invest in enhancing their Security Systems, Technical Reliability and Customer Support Services creating a balance between Technology and Customer Needs will allow for Digital Banking Infrastructure in India to continue to support and provide an even higher level of positive impact on the overall Customer Experience within the Indian Banking Industry.
Keywords Digital Banking, Customer Satisfaction, E-Banking, AI, Cyber Security
Field Business Administration
Published In Volume 8, Issue 5, September-October 2026
Published On 2026-09-29
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E-ISSN 2582-2160
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CrossRef DOI prefix of IJFMR is 10.36948/ijfmr

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