Authors:
S. Gnanavel, M. A. Krishnamurthy

Addresses:
Department of Commerce, Shanmuga Industries Arts and Science College, Tiruvannamalai, Vellore, Tamil Nadu, India. 

Abstract:

According to the recommendations that were made by the Rangarajan committee and the Narasimhan committee, respectively, the Indian banking sector was urged to put more emphasis on technological improvements because of the enormous number of consumers that it serves. It is now possible for financial institutions to provide their services online due to the rapid development of new technology and the increasing availability of internet connectivity. This research aims to investigate the factors that influence consumers' perceptions of digital banking services (DBS) and to assess the extent to which these perceptions relate to the overall satisfaction of customers with DBS. Specifically, the research will assess the level of customer satisfaction with DBS. To collect responses from customers of commercial banks in both rural and urban areas of the Tiruvannamalai district, the researcher employed a convenience sampling approach, which resulted in the collection of 422 usable samples. It was established through factor analysis and structural equation modelling that the level of satisfaction consumers has with DBS is strongly influenced by the way they perceive the firm.

Keywords: Digital Banking Services (DBS); Convenience Sampling; Narasimhan Committee; Customer Perception; Technological Innovations; Rangarajan Committee; Commercial Banks.

Received on: 26/12/2024, Revised on: 22/03/2025, Accepted on: 10/06/2025, Published on: 09/09/2025

DOI: 10.69888/FTSTPL.2025.000449

FMDB Transactions on Sustainable Technoprise Letters, 2025 Vol. 3 No. 3, Pages: 170-177

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