A COMPARATIVE ANALYSIS OF CUSTOMER TRUSTANDSATISFACTION IN DIGITAL BANKING SERVICES: PUBLICVS. PRIVATE SECTOR BANKS

By contrasting banks in the public and private sectors, this study aims toassessconsumer happiness and trust in digital banking services. The research gap for this studyisdetermining the degree of trust and satisfaction based on current trends and customerbanking preferences, even though prior studies have examined consumer satisfactionindigital banking. Materials and Methods: A self-made questionnaire was createdusingGoogle Forms after a number of research articles on the subject were examined. Customersof both public and private sector banks were asked to rate their levels of satisfaction andtrust in digital banking services. MS Excel and SPSS IBM Version 26 were used to analysethegathered data, and statistical tests such as the Chi-Square test, one-way ANOVA, andindependent t-test were used. The figures below display the analysis along with the relatedtable charts. Findings and Conversation: Using MS Excel and SPSS tools, the study assessescustomer happiness and trust in digital banking based on their responses. Usingtheindependent T-test in SPSS IBM Version 26, the analysis found a significant correlationbetween customer trust and service dependability with regard to bank type (publicvs. private); p-value = 0.018. Customer satisfaction with banking security measures wasevaluated using a one-sample T-test, which yielded a significant p-value of 0.000, or less than0.001. The relationship between transaction fees and bank preference was also investigatedusing the Chi-Square test, yielding a significant p-value of 0.015. Conclusion: It is clear fromthe research study and consumer feedback analysis that private sector banks are favouredfordigital banking because of their quicker, more effective, and easier-to-use services. Nonetheless, because of their established reputation and perceived security, public sectorbanks continue to enjoy the trust of their clients. According to the survey, youngergenerations are more likely to choose digital banking in the private sector, while oldergenerations are more likely to rely on public sector banks because of their desire for in-person interactions and trust considerations.