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Abstract

Customers are the ones that are driving digitalization in every sphere of business, including banking. It has been in the form of Digital banking, which is now replacing the traditional banking. In recent years, the banking industry around the world has been undergoing a rapid transformation. The deepening of Information Technology has facilitated better tracking and fulfillment of commitments, multiple delivery channels for online customers and faster resolution of issues. Electronic based business models are replacing conventional banking system and almost banks are rethinking business process designs and customer relationship management strategies.It is also a fact that digitizing banking helps customer to more information in less time. Customer satisfaction is an important factor to help banks to sustain competitive advantages. Most of the leading Indian banks have started providing digital banking services.

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