A Research Study on Customer Experience and Perception Towards Digital Banking Services in Coimbatore

E-Banking refers to an electronic payment system that enables customers to perform financial transactions via a bank’s website, integrating with the core banking system and providing an alternative to conventional branch banking. This study seeks to evaluate the extent of usage of various e-banking services and to analyze customer satisfaction regarding specific offerings. A sample of 300 participants was gathered, and the data were examined using percentage analysis, Chi-square tests, ANOVA, and regression methods. The results indicate that bankers should transcend traditional practices and cultivate new customer-focused strategies. In particular, public sector banks must embrace a proactive stance by promoting a culture of change and innovation. Nationalized banks are progressively providing services such as SMS and email notifications, which facilitate improved monitoring of customer satisfaction. The effective execution of these initiatives can enhance the user experience and bolster customer confidence in e-banking services.