A STUDY ON CUSTOMER SATISFACTION TOWARDS DIGITAL BANKING SERVICES WITH REFERENCE TO SBI AND ICICI BANK IN MADURAI CITY
Special Issue - Innovative Commerce: Bridging Business and Computer Applications (ICBBCA-2026) |PG Department of Commerce with Computer Applications, Mannar Thirumalai Naicker College, Madurai – March 2026| International Journal of Computer Science (IJCS) Published by SK Research Group of Companies (SKRGC)
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Abstract
The rapid growth of digital banking in India has significantly transformed the way customers access financial services. With the increasing use of smartphones and internet facilities, banks are focusing on providing efficient and user-friendly digital platforms. This study analyzes customer satisfaction towards digital banking services offered by State Bank of India and ICICI Bank. The research is based on primary data collected through questionnaires and secondary data sources. Key factors such as ease of use, security, transaction speed, and customer support are evaluated. The study also identifies major issues faced by users and their expectations. Results indicate that convenience and speed are major contributors to satisfaction. However, security concerns and technical errors affect user experience. The study suggests improvements in service quality and customer awareness. Digital banking plays a vital role in financial inclusion and modern banking efficiency. Overall, customer satisfaction depends on reliability, accessibility, and trust in digital platforms.
References
- https://www.techtarget.com/searchcustomerexperience/definition/CRM-customer-relationship
- management
- https://www.aubank.in/blogs/challenges-and-opportunities-in-digital-banking-industries
- https://sbi.co.in/web/about-us/about-us
- https://www.icicibank.com/about-us/history
- https://en.wikipedia.org/wiki/Banking_in_India
- https://www.salesforce.com/financial-services/banking-software/crm/
- https://retail.onlinesbi.sbi/npersonal/aboutus.html
- https://www.icicibank.com/campaign/mailers/digital-banking-services
Keywords
Digital Banking, Customer Satisfaction, Online Banking, Service Quality, Transaction Speed, Banking Technology.
