📄 Abstract
India's banking system has moved rapidly from branch-led service delivery toward mobile-first, platform-based financial interaction. This transition is especially visible among young customers, whose expectations are shaped by instant payments, smartphone applications, real-time information, low-friction onboarding, and continuous digital access. Yet adoption alone does not guarantee satisfaction. A customer may use digital banking frequently and still remain dissatisfied when transactions fail, interfaces are confusing, security concerns persist, or grievance resolution is slow. This paper examines the relationship between digital banking adoption and customer satisfaction among young banking customers in India through a structured secondary-data and literature-based analytical design. It integrates the Technology Acceptance Model (TAM), UTAUT2, and expectation-confirmation logic with evidence from the Reserve Bank of India (RBI), National Payments Corporation of India (NPCI), World Bank Global Findex, and peer-reviewed studies on Indian mobile and digital banking. The analysis shows that perceived ease of use, convenience, trust, structural assurance, system reliability, service quality, and digital confidence jointly influence adoption and satisfaction. The strongest insight is that satisfaction is a post-adoption outcome: young customers evaluate digital banking not only by whether it enables a transaction, but by how consistently the entire journey works from onboarding to problem resolution. Recent evidence also indicates that trust strengthens the conversion of ease of use into actual adoption, while perceived risk can weaken the perceived value of digital services. The paper proposes an integrated adoption-to-satisfaction framework and recommends that banks shift from a narrow 'app adoption' objective toward a broader 'reliable digital relationship' objective. The study concludes that the next phase of India's digital banking growth will depend less on persuading young customers to try digital channels and more on making those channels dependable, safe, intelligible, inclusive, and responsive enough to become their preferred banking relationship.
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📚 How to Cite:
Shikha Patel, Dr. Saurabh Singh , DIGITAL BANKING ADOPTION AND CUSTOMER SATISFACTION: A STUDY OF YOUNG BANKING CUSTOMERS IN INDIA , Volume 11 , Issue 8, August 2026, EPRA International Journal of Research & Development (IJRD) , Pages: 80 - 90 ,