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Customer satisfaction in respect of digital banking service: A study with reference to State Bank of India, Kavoor branch, Dakshina Kannada District, Karnataka state

  • Unique Paper ID: 172231
  • Volume: 11
  • Issue: 8
  • PageNo: 2309-2315
  • Abstract:
  • Abstract—Banking needs of consumers are treated in par with their basic need thanks to the advancement in information technology and spread of digitalisation in day-to-day transactions. At the same time, expectations of the consumers have begun changing much faster than the banking industry’s ability to adapt. As they are more tech-savvy than ever, and their reference benchmarks are evolving with best-in-class apps installed on their mobile devices, they expect the same experience from their financial service providers too. Hence, customer service is the most important responsibility of the banking industry as it makes the customers feel valued. Efficient service will develop good public relations, reduce complaints and increase business. In this connection, this study has been undertaken to understand the different digital banking alternatives used by the consumers for their transactions and to assess the level of customer satisfaction among the general public in respect of digital banking services provided by State Bank of India, Kavoor Branch, Mangalore. The study covers people living in and around Kavoor area of Mangaluru City and is related to the satisfaction level of consumers about the digital banking services provided by the bank. The study is limited to the time frame between September 2023 to May 2023. The study reveals that, on the whole the customers are satisfied with the services of SBI in respect of digital banking.
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Cite This Article

  • ISSN: 2349-6002
  • Volume: 11
  • Issue: 8
  • PageNo: 2309-2315

Customer satisfaction in respect of digital banking service: A study with reference to State Bank of India, Kavoor branch, Dakshina Kannada District, Karnataka state

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Impact Factor
8.01 (Year 2024)
UGC Approved
Journal no 47859

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