Shri Vaishnav Vidyapeeth Vishwavidyalaya, Indore, Madhya Pradesh, India.
Abstract
Over the past few years, the rise of digital banking facility has transformed people and companies in India to handle their money digitally. Digital banking services are convenient and effective methods to carry out transactions, view account details, and explore additional financial services; they help people do their daily financial tasks easily. Understanding how various demographic segments adopt and utilise these services is vital for improving customer satisfaction. This research aims to collect information from a group of customers who use digital banking, concentrating on factors such as gender, age, education qualification, nature of job, and annual income. Satisfaction level was measured with service reliability and support effectiveness, transparency and information, customer support and service quality, transparency and technological integration, technology and innovation, trust, compliance and financial competitiveness, digital security and platform compatibility, user-friendly mobile interface, financial benefits, convenience and cost effectiveness, inclusive and accurate digital banking, and speed of transaction processing. The objective of this study is to understand customer satisfaction with digital banking services among different demographic factors. Using statistical methods such as regression and factor analysis, the study aims to uncover the connections between demographic factors and customer satisfaction levels. Customer satisfaction was evaluated using the Principal Component Analysis method of factor analysis. The results of this research will offer digital banking companies a way to customise their services to better address the requirements and choices of diverse customer groups, thereby increasing customer satisfaction and fostering business achievements in the digital banking sector.
Keywords: Digital Banking Services, Customer Satisfaction Level, Demographic Parameters, Quantitative Research Approach, Factor Analysis
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