Citation:

Hemalatha S., T S Devaraja. "Study on Customer Satisfaction on Digital Banking Service Quality with Reference to Navanagara Urban Co-Operative Bank Ltd" International Research Journal of Economics and Management Studies, Vol. 2, No. 3, pp. 245-250, 2023.

Abstract:

The banking sector in India has undergone a significant transformation in recent years, moving from traditional banking to digital banking. This shift has been driven by the adoption of information technology, which has enabled banks to offer a wider range of products and services to customers. Navanagara Urban Co-Operative Bank Ltd. is an example of a bank that has embraced digital banking and is providing a range of services to meet the needs and expectations of its customers. The study conducted by the researchers aimed to assess the service quality and customer satisfaction with the digital banking services offered by Navanagara Urban Co-Operative Bank Ltd. The researchers used a structured questionnaire with a fivepoint scale to collect data from bank customers. The questionnaire covered major variables relevant to service quality, such as reliability, responsiveness, assurance, empathy, and tangibles. The data collected through the questionnaire were analyzed using statistical techniques to draw final conclusions on the service quality and customer satisfaction of the bank's digital banking services. The study found that Navanagara Urban Co-Operative Bank Ltd. is providing high-quality digital banking services that meet the expectations and needs of its customers. The bank scored high in all the major service quality variables, indicating that it is reliable, responsive, provides assurance, has empathy towards its customers, and offers tangible benefits. In conclusion, the study highlights the importance of digital banking in meeting the needs and expectations of customers in the present market condition. Navanagara Urban Co-Operative Bank Ltd. is a good example of a bank that has successfully adopted digital banking and is providing high-quality services to its customers. The study provides valuable insights for other banks planning to adopt digital banking and enhance their service quality to meet the changing needs of their customers.

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Keywords:

Digital Banking, Service Quality, Urban Co-operative Bank, Information Technology, Customer Satisfaction.