Exploring The Influence Of Digital Banking Services Dimensions On Customer Satisfaction

Abstract

The fast digital transformation of the banking segment has changed customer prospects and service delivery, prompting a closer look at the elements that influence satisfaction with digital banking services. Digital banking allows users to do financial transactions online instead of visiting a physical branch. Digital banking has moved banking activity from physical to digital. This study assesses the effect of four main dimensions transaction speed (TS), convenience and benefits (CB), customer support (CSu), and security and privacy (SP) towards customer satisfaction (CS) in the digital banking ecosystem. The primary goal of this study is to examine the association between consumer fulfilment and service quality aspects (TS, CB, CSu & SP) in digital banking. A systematic questionnaire was used to gather data from 300 digital banking operators in India, which were analysed using SPSS. The study involved reliability testing, multiple regression analysis and descriptive statistics. The outcomes showed that all four characteristics have a substantial influence on customer satisfaction, with security and privacy being the most influential, followed by convenience and perks, customer assistance, and transaction speed. These findings offer useful data for banks looking to progress customer experience and establish long-term loyalty through optimised digital banking services. The study adds to our sympathetic of consumer behaviour in digital financial settings and delivers a strategic foundation for strengthening customer-centric digital banking operations.