Impact of Digital Banking on Customer Satisfa...

Impact of Digital Banking on Customer Satisfaction, Experience and Business Performance in context to Indian Bank

Author Name : Dr. Bhavana Mehta, Dr Sujata Janardan, Shveta Chhabra

ABSTRACT

Impact of Internet banking and its ramifications onIndian banking in connection with customer service delivery is explored in this article. The aim of the research is to conduct an effect evaluation of customer service in India for digital banking. In present study, data are concentrated on primary and secondary research. This topic will be explained on the basis of previous studies and literature. While literary reviews were conducted in the digital banking industry, little study was uncovered. What were the impact of digitalisation on financial organisations' customer service?; How has your business and your company's business performance affected the rising utilisation of digital banking?; How have customer service delivery and its impact on the digitalisation success?; and what are the most crucial concerns in this study?; Web banks are more dependent than non-web banks on core deposits. In general, however, the ranks given by respondents are significantly different from those of clients affecting the use of digital banking services. The study results signify highly far-reaching in terms of recognition and implementation policies in relation to customer services delivery in banks.

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Key words: Digital banking, Service Delivery,  Customer Satisfaction, Financial Institutes, Online Transactions