Assessing Customer Satisfaction with Public Sector Banks In The Post-Computerization And Digitalisation Period: A Study Of Belagavi District

Abstract The Indian banking landscape has undergone a sea change over the last two decades, moving from ledger-based manual operations to core banking solutions, mobile wallets, and real-time digital payment ecosystems. Public sector banks (PSBs), which continue to hold the trust of a vast majority of Indian depositors, have been at the centre of this transformation. This study attempts to gauge how satisfied customers in the Belagavi district of Karnataka are with the services rendered by PSBs in the post-computerization and digitalisation era. Using a structured questionnaire administered to 412 respondents drawn from State Bank of India, Canara Bank, Bank of Baroda, Punjab National Bank, and Union Bank of India branches across Belagavi city, Khanapur, Gokak, and Bailhongal taluks, the research employs descriptive statistics, chi-square tests, and multiple regression analysis to examine the relationship between digital service quality dimensions and overall customer satisfaction. The findings reveal that while customers appreciate the speed and convenience brought about by computerization—particularly in fund transfers, balance enquiries, and passbook printing—persistent concerns around server downtime, cybersecurity fears, and the impersonal nature of digital interactions continue to dampen satisfaction levels, especially among older and rural respondents. The study contributes to the growing body of literature on digital banking adoption in tier-II and tier-III Indian cities and offers actionable recommendations for branch managers and policymakers.