An Integrated Technology Acceptance Model And Servqual Framework For Assessing Customer satisfaction in digital banking

The digital banking has revolutionized the banking system, providing enhanced access, convenience and efficiency of services. This study aims to find how digital banking infrastructure affects customer satisfaction and compares the performance of digital banking between public and private commercial banks. The quantitative research method used was the structured questionnaire which was administered to the customers of the banks. Reliability analysis, descriptive statistics, correlation analysis, regression analysis and ANOVA were used to analyze the collected data to see if there were relationships and differences between variables. The results confirm that digital banking infrastructure is a positive strong driver for customers' satisfaction and the private sector banks are more performing in digital banking. The usability, reliability and security are dominant factors in customer experience. The study concludes that continuous investments in customer oriented digital technologies are needed to make bank competitive in the evolving banking environment.