Study on Digital Banking Services after Demonetisation with Reference to Kancheepuram District

Banks all over the world have succeeded in promoting the latest services to its customers. Current customers are tempted to do business online. Traditional branch-based retail banking remains the most pervasive technique for conducting banking transactions in India as well as any other country. However, digital technology is rapidly changing the way personal financial services are being designed and delivered. Recent customer account dealings are created to be analytical of electronic services utilize in common. This paper focuses on the use of digital banking and satisfaction by the bank's customers after demonetization, through an investigation of the factors that influence customer's acceptance of digital banking services. A sample of 180 respondents was included in the study. An exploratory study of the customers in six banks is conducted to identify the factors which enhance satisfaction with digital banking services with the help of primary data technique called Factor Analysis. Further, the comparison of customers' satisfaction between the banking sectors towards digital banking is achieved by using unpaired samples t-test. Fulfillment, Achievements, Self-satisfaction, Pride Encouragement, and Delight are the six factors that influence the customers' satisfaction. Customers' satisfaction is high in private banks with regard to digital banking than the public sector banks.