Journal of Advances in Developmental Research

E-ISSN: 0976-4844   •   Impact Factor: 9.71

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

Call for Paper Volume 17 Issue 1 January-June 2026 Submit your research before last 3 days of June to publish your research paper in the issue of January-June.
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Volume 17 Issue 1
2026

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A Comparative Study on the Impact of Digital Banking Services on Customer Satisfaction: Federal Bank vs. South Indian Bank

Author(s) Sharini Elayaraj, Dr. Somasekharan T M
Country India
Abstract The rapid evolution of digital banking has transformed customer interactions with financial institutions, making service quality, trust, and security central to satisfaction. This study undertakes a comparative analysis of Federal Bank and South Indian Bank, two leading private sector banks in India, to evaluate the effectiveness of their digital banking services in meeting customer expectations. Using surveys and interviews, the research investigates key dimensions including ease of use, convenience, trust, security, grievance redressal mechanisms, and responsiveness. Findings highlight that while both banks have invested significantly in digital platforms, customer perceptions vary in terms of reliability, personalisation, and support efficiency. Federal Bank’s emphasis on innovation and inclusivity contrasts with South Indian Bank’s regional strength and service responsiveness, offering distinct competitive advantages. The study contributes academically by enriching the literature on digital banking and customer satisfaction, and practically by identifying gaps and strategies to enhance loyalty. By amplifying customer voices, the research underscores the importance of secure, user-friendly, and responsive digital services in shaping satisfaction and trust, providing actionable insights for banks, regulators, and policymakers.
Keywords Digital Banking, Customer Satisfaction, Trust, Data Security, Grievance Redressal
Field Business Administration
Published In Volume 17, Issue 1, January-June 2026
Published On 2026-06-03
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IJAIDR DOI prefix is
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