An Analysis of Digital Banking Services and Their Impact on Customer Satisfaction

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@article{1722777,
      author = {Roopa M Kitturmath, Anusha J Mathad},
      title = {An Analysis of Digital Banking Services and Their Impact on Customer Satisfaction},
      journal = {Iconic Research And Engineering Journals},
      year = {2026},
      volume = {10},
      number = {3},
      pages = {263-275},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1722777.pdf},
      abstract = {Digital banking has become a central pillar of the modern financial ecosystem, reshaping how individuals and institutions transact, save and access credit. This article presents a consolidated analysis of digital banking services and their impact on customer satisfaction, drawing on primary survey data collected from customers of two different banking institutions operating in India – one a government-backed payments bank that leverages a large postal network to extend banking to rural and unbanked populations, and the other a district-level cooperative bank that primarily serves farmers, self-help groups and small businesses. Together, the combined sample of 151 respondents provides a broader and more representative view of how digital banking services are perceived across different customer segments and institutional models. The study examines customer awareness, adoption patterns, perceived benefits, challenges and overall satisfaction with services such as mobile banking, UPI, AEPS, fund transfer facilities and doorstep banking. Findings indicate that convenience, time-saving and ease of use are the primary drivers of adoption, while network connectivity issues, limited digital literacy and security concerns remain the principal barriers. The article concludes with practical recommendations for improving digital banking infrastructure, customer education and service reliability.},
      month = {September},
      doi = {https://doi.org/10.64388/IREV10I3-1722777}
  }