Digital channels now allow Indian banks to receive and process home loan applications online, yet a home loan remains a high-value, document-intensive and multi-stage decision for the customer. This paper reviews established literature on technology acceptance, electronic service quality, online trust and customer experience, together with empirical studies of digital banking satisfaction in India, to build a conceptual framework for understanding customer experience in digital home loan processing at State Bank of India (SBI). The framework proposes that perceived usefulness, perceived ease of use, clarity of eligibility and documentation requirements, reliability and application-status communication, security and privacy, and accessibility of customer support are each associated with customer experience, and that customer experience is in turn associated with overall customer satisfaction. Seven research propositions are derived from the literature. The paper is conceptual and literature-based. It reports no survey, interview or transaction data, and the propositions have not been empirically tested. The paper closes with managerial implications, limitations, and a proposed design for future empirical testing.

Anushree Madankar, "Digital Home Loan Processing and Customer Experience at State Bank of India: A Conceptual Review and Research Framework" International Journal of Scientific Research and Engineering Development, V9(5): Page(2042-2050) September - October 2026. ISSN: 2581-7175. www.ijsred.com. Published by Scientific and Academic Research Publishing.