A Customers’ Perception Towards Digital Banking Services Offered by Commercial Banks in Tamil Nadu

K Shaik Mohamed Kasim; S Nasar

doi:10.34293/commerce.v14i1.9976

K Shaik Mohamed Kasim Ph.D Research Scholar, PG & Research Department of Commerce Dr. Zakir Husain College, Ilayangudi, Affiliated to Alagappa University, Tamil Nadu, India
S Nasar Assistant Professor, Research Supervisor PG & Research, Department of Commerce, Dr. Zakir Husain College, Ilayangudi, Affiliated to Alagappa University, Tamil Nadu, India

DOI: https://doi.org/10.34293/commerce.v14i1.9976

Keywords: Digital Banking, Mobile Banking, Unified Payment System, Digital Platforms, Customer Perception

Abstract

Digital banking has emerged as a transformative force in the Indian banking sector, reshaping the way customers access and utilise financial services. The rapid adoption of Internet banking, mobile banking, and the Unified Payments Interface (UPI) has significantly enhanced service efficiency and customer convenience. The main objective of this study is to analyse customers’ perceptions of digital banking services offered by commercial banks. Both Primary and Secondary data were used for the study. Primary data were collected from 450 customers using a structured questionnaire. The sampling technique used for the study was convenience sampling. The tool used for the analysis was the Mean Score analysis. The findings of the study show that the convenience of digital banking services and ease of use of digital banking platforms are the most influencing variables while using digital banking services by the customers.