International Journal of Scientific Research and Engineering Development

The banking sector has gone through an important transformation in recent years because of quick technological advancements. Digital Banking also includes the services such as mobile banking, internet banking, UPI payments, and ATM services, has made the financial transactions more convenient, faster and accessible. Customers can now access their banking services like mobile banking, internet banking, UPI payments and ATM services, which made financial transactions more convenient, faster, and accessible. Customers can access their service anytime and from anywhere without visiting any branch. With increasing acceptance, it becomes very important to understand that how the customers are satisfied while using digital banking services. This study focuses on the analyzing customer satisfaction towards digital banking services and identifying the key factors which influence their experience. The main objectives of the study are to examine the level of customer satisfaction and to identify the problems faced by the customers while using digital banking services. My study also aims to understand to understand customer preferences, usage behavior, and the perception related to security, reliability and service quality. The Descriptive research design has been used for the study, and for research which is quantitative in nature. Primary data has been collected through a structured questionnaire which is distributed among 100 respondents which is use for convenience sampling. The questionnaire includes both close-ended and openended questions. And the Secondary data has been collected from journals, research papers, and online sources to support my study.
The findings of the study shows that the digital banking services which accepted at large scale among users, especially among younger generation. The majority of the respondents belong to the 20-30 year age group and students from the largest group of users. Most respondents use digital banking services on daily basis, UPI based applications are the most preferred method of using digital banking services because of their convenience, speed, and ease of use.

Harshita Sharma, Dr.Amit Saini,"A Study on Customer Satisfaction towards Digital Banking Services" International Journal of Scientific Research and Engineering Development, V9(3): Page(1316-1331) May-June 2026. ISSN: 2581-7175. www.ijsred.com. Published by Scientific and Academic Research Publishing.