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A study of the digital banking drivers of customer satisfaction: insights into the evolution of India s banking sector
Name: Manoshi Gogoi
keyword:
Independent Study
ThaSH:
Management
Classification :.DDC: 332.1
ThaSH:
Banks and banking
ThaSH:
Banks and banking
-- Automation
ThaSH:
Bank management
;
India
ThaSH:
Electronic funds transfers
Abstract:
The rapid evolution of digital banking has completely changed the outlook towards financial services, significantly influencing customer satisfaction in Indian banking system. This study explores the impact of digital banking on customer experience, focusing on key factors including service quality, perceived usefulness, ease of use, trust, perceived value, website design, and the overall perceived sustainability of the customer experience. Therefore, a quantitative research design was adopted where 200 respondents were sampled and data was collected through structured questionnaires to examine the critical factors driving customer satisfaction.
Results suggest that ease of use, perceived sustainable experience, and trust are significant drivers of customer satisfaction regarding digital banking services. This research establishes that a bank with a friendly user interface and eco-responsible behavior creates better relationships with its customers to assure loyalty and involvement. In addition, modern technologies, such as AI, blockchain, and other eco-friendly integrations, facilitate efficient operations and gain more trust in digital transactions.
For academic contribution, this study contributes to the field of knowledge by identifying the necessary features of customer satisfaction in the context of digital banking by emphasizing the role of sustainability and advanced technology adoption. For managerial implication this study offers some suggestions such as the banks should develop customer-centric digital strategies, create more user-friendly interfaces as well as use sustainable practices to build the loyalty of customers.
This research underlines that the path of digitization should be aligned with customer-oriented and sustainable practices and opens avenues toward a competitive, inclusive banking environment. Bridging the gaps in digital literacy and addressing data privacy concerns will further improve customer satisfaction for Indian banks to contribute toward long-term sustainability in the digital era.
Keywords: digital banking, customer satisfaction, sustainability, India, service quality, ease of use, trust.
Siam University. Library and Information Resource Center
Address:
BANGKOK
Email:
library@siam.edu
Name: Warangrat Nitiwannakul
Role:
Advisor
Created:
2568
Modified:
2569-05-14
Issued:
2026-05-14
วิทยานิพนธ์/Thesis
application/pdf
eng
Level: Master's Degree
Descipline: Financial, Banking and Investment Management
©copyrights SIAM UNIVERSITY
RightsAccess:
ใช้เวลา
0.030707 วินาที
Manoshi Gogoi
| Title | Contributor | Type |
|---|---|---|
| A study of the digital banking drivers of customer satisfaction: insights into the evolution of India s banking sector
มหาวิทยาลัยสยาม Manoshi Gogoi | Warangrat Nitiwannakul | วิทยานิพนธ์/Thesis |
Warangrat Nitiwannakul