Navigating the Digital Divide: A Study of Public and Private Sector Banking Services

Digital banking is on trend due to the eruption of technology in this digital era. Digital banking also known as E- banking is method of accessing the banking services electronically without going to the banks physically. It has transformed the banking activities from paperwork to paperless one. Digital banking helps the customers and banks in conducting the activities speedily and accurately. It has been proven as a time saver and user-friendly service to the customers and also banks. Crowding at the banks has been reduced with the help of digital banking. The study on customer perception towards digital banking services of select public and private sector banks has been conducted in Kadapa district of Andhra Pradesh. The data was collected from total number of 200 respondents, 100 from public bank and 100 from private banks of Kadapa district. The study aims to understand about the perception of the customers of both the private and public sector banks. As per the research, private sector bank customers are more satisfied with the services of their bank compared to the public sector bank customers which shows that the digital banking services of SBI are less effective compared to the services of HDFC bank. The study has concluded that the customers of both banks are using digital banking services and agree that the factors of digital banking services help in motivating the customers.

DOI: https://doi.org/10.59857/MTJY9176