Name: Shivani
Country: India

Year: 2025
Volume: Volume-12, Issue-2 (July-December)
Page Number: 120-126
DOI: https://doi.org/10.5281/zenodo.17325582

 ABSTRACT
This study examines the impact of digital banking on customer satisfaction, highlighting its
growing importance within the financial sector. As digital banking becomes a central
component of modern financial services, it is essential to understand how it shapes customer
experiences and preferences. The research focuses on key factors such as convenience,
accessibility, security, and service responsiveness, which collectively influence customer
perceptions. Data was gathered using a structured methodology, with participants selected
through snowball sampling. The findings reveal that customers greatly value the efficiency
and time-saving benefits of digital banking platforms. Nonetheless, concerns regarding data
security and the limited scope of personalized services indicate areas for improvement. These
insights emphasize the need for financial institutions to address such challenges in order to
strengthen customer satisfaction and trust. The study contributes to the literature on digital
banking by offering actionable recommendations for banks to refine their digital strategies.
By closing service delivery gaps, financial institutions can enhance customer experiences,
build stronger relationships, and promote long-term loyalty in the digital age.
 KEYWORDS: Digital Banking, Customer Satisfaction, Financial Sector (Banking
Industry), Customer Retention, Long-Term Loyalty