Volume : 10, Issue : 6, JUN 2024

IDENTIFYING THE FACTOR AFFECTING CONSUMER SATISFACTION IN SPECIAL REFERENCE WITH DIGITALIZATION OF BANKING SERVICES: A CONCEPTUAL FRAMEWORK

RASHMI VYAS, DR. NEELAM KALLA

Abstract

The world is changing at a very fast pace. We can see all around us that digitalization has emerged as a drastic change in the economy. It has become the necessity of every sector of the economy to accept the digitalization changes. The banking sector is one of the important sectors of the economy that must also accept the digitalization of banking activities. Digitalization has brought various changes in the functioning of the banking sector. Now a days it is quite visible that the various banking services are a click away for the clients and with this facility without having a need to visit the bank and without wasting the time one could enjoy the banking facility. As every coin has two sides similarly this advancement of banking sector also enjoys both positive and negative aspects. As this digitalization has provided the ease to the clients which helps them in saving the time and efforts it has also resulted into the threat of cyber-crime, lack of unemployment etc. Through this paper the researcher aims at analyzing the customer satisfaction regarding the digitalization process undertaken by the banking sector. The paper is based on the secondary data which is collected from the articles published in various journals, magazines, and newspapers.

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