Customer's perception towards digital banking services in India

Digital banking services have witnessed rapid growth and transformation in recent years, becoming an integral part of the financial landscape. This study explores the perceptions of customers towards digital banking services, utilising structural equation modelling (SEM) to analyse the relationships between key factors influencing customer attitudes. The research was conducted with a large sample size of 900 customers, providing comprehensive insights into their views and preferences regarding digital banking. The research sheds light on the growing importance of digital banking services in meeting customer expectations and demands. As customer preferences continue to evolve, banks must proactively address these factors to enhance customer experiences and maintain a competitive edge. The implications of this study extend beyond individual banking institutions, as it serves as a guiding framework for the broader financial industry seeking to embrace digital transformation. By understanding the nuanced perceptions of customers towards digital banking services, stakeholders can identify areas for improvement and formulate strategies to optimise service offerings.