Transforming Banking Practices: Analysing the Influence of Neobanking Dimensions on Customer Behaviour

The study examines the impact of neobanking elements on consumer banking practices in Kerala, focusing on the impact on customer satisfaction and financial inclusion. The research highlights the importance of understanding the adoption and effects of neobanking practices in a rapidly changing financial environment. The study found that cost-effectiveness and personalization are the most influential factors, accounting for 65.1% of the variation in customer banking behaviours. Digital accessibility is a key component, providing convenience and simplicity of use. Customer experience and personalization are essential for building loyalty and trust. Cost-effectiveness and security significantly influence client satisfaction, improving operational effectiveness and protecting client information. The study’s findings have practical implications for Keralan banks, urging them to prioritize these factors in their plans to increase customer loyalty and happiness. By utilizing digital technologies, banks can enhance service delivery, cut costs, and provide personalized experiences, ultimately improving customer satisfaction and financial inclusion.