A Comparative Analysis of Customer Satisfaction towards Traditional and Digital Banking

Manasa Devineni

Abstract: This research study aims to explore and compare customer preferences and satisfaction with traditional and digital banking services. The study collected data through a survey questionnaire from 157 respondents. The findings indicate that while electronic banking is on the rise, a significant minority still uses traditional banking services. The study also highlights the importance of connectivity, accessibility, security, speed, and overall user experience in banking services. The research provides valuable insights for financial institutions to enhance their strategies and improve customer satisfaction in the evolving landscape of traditional and digital banking.

Keywords: Financial institutions, transformative technology, customer satisfaction, traditional and digital banking, self - reported data, nuances of client choices