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Original Research | Business and Finance | Volume 15 Issue 7, July 2026 | Pages: 2115 - 2118 | India
Customer Trust and Grievance Redressal in Digital Banking: Evidence from Semi-Urban Rajasthan
Abstract: Digital banking has widened access to formal finance, but semi-urban users continue to judge digital services through trust, safety and problem-resolution experience. This paper examines customer trust and grievance redressal in digital banking among 150 semi-urban consumers in Rajasthan. The study uses a structured questionnaire, descriptive statistics and mean-score analysis to assess fraud fear, safety feeling, complaint awareness, support availability and satisfaction. The findings show that network issues (42.67%) and fraud/OTP fear (40.67%) were the dominant problems. Fraud fear recorded a high mean score of 3.98, while bank or business-correspondent support was also strong at 3.93. Safety feeling and overall satisfaction remained moderate at 2.99. The study concludes that digital financial inclusion cannot be measured only by account access or UPI use; it also requires trusted transactions, quick complaint handling, local support and practical cyber-safety literacy.
Keywords: Digital banking, Trust, Grievance redressal, Financial inclusion, Semi-urban Rajasthan
How to Cite?: Rahul Kukreja, "Customer Trust and Grievance Redressal in Digital Banking: Evidence from Semi-Urban Rajasthan", Volume 15 Issue 7, July 2026, International Journal of Science and Research (IJSR), Pages: 2115-2118, https://www.ijsr.net/getabstract.php?paperid=MR26725180145, DOI: https://dx.doi.org/10.21275/MR26725180145