Copyright © 2026 Authors retain the copyright of this article. This article is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

@article{199866,
        author = {Jay Bandate and Shrikant Jagtap},
        title = {A STUDY OF IMPACT OF DIGITAL BANKING ON CUSTOMER SATISFACTION},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {11},
        pages = {13830-13833},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=199866},
        abstract = {This study examines the impact of digital banking on customer satisfaction in India, with a focus on key service quality dimensions such as ease of use, accessibility, reliability, and security. The rapid growth of digital payment systems, particularly UPI supported by the National Payments Corporation of India, has significantly transformed customer interactions with banking services. The research aims to analyze customer perceptions and identify the factors influencing satisfaction in the digital banking environment. The study confirms that digital banking services are widely accepted and play a crucial role in enhancing customer satisfaction. The results support theoretical frameworks such as the Technology Acceptance Model and the SERVQUAL Model, which emphasize the importance of usability and service quality in influencing customer behavior. The research provides valuable insights for financial institutions to improve service quality and strengthen customer trust, ensuring sustained growth in digital banking adoption. The study is based on primary data collected through a structured questionnaire from 100 respondents using a convenience sampling method. Statistical tools such as percentage analysis and mean score analysis were used to interpret the data. The findings reveal that a majority of respondents frequently use digital banking services, with a strong preference for fast and convenient platforms. The results indicate that ease of use, accessibility, and reliability have a significant positive influence on customer satisfaction, while security concerns, although present, do not substantially reduce overall satisfaction levels. the study provides important practical implications for banks and policymakers by emphasizing the need to enhance security measures, improve user interface design, and strengthen customer support systems. As digital banking continues to evolve, financial institutions must focus on building customer trust and delivering a seamless and efficient user experience to ensure sustained adoption. The findings contribute to existing literature by offering updated insights into customer behavior and satisfaction in the context of India’s rapidly expanding digital banking ecosystem, thereby supporting future research and policy development in this domain.},
        keywords = {Digital Banking, Customer Satisfaction, Online Banking, Mobile Banking, UPI, Financial Technology (FinTech), Service Quality, User Experience.},
        month = {April},
        }