A STUDY ON CUSTOMER PERCEPTION TOWARDS DIGITAL BANKING IN BALLARI

Abstract

Digital banking has become one of the most significant transformations in the Indian financial services sector, reshaping how customers access, manage, and transact money through mobile applications, internet banking, UPI, ATMs, and other electronic channels. This study examines customer perception towards digital banking among 201 respondents in Ballari city, Karnataka, focusing on the demographic profile of users, their usage patterns, the factors that drive adoption, the problems they encounter, and their overall satisfaction with security, availability, speed, usability, trust, and customer support. Using primary data collected through a structured questionnaire and analysed with percentage analysis, tables, and a Chi-Square test, the study finds that respondents in the 21–30 age group, salaried employees, and graduates form the dominant user base, that Canara Bank is the most widely used institution, and that daily usage driven by time-saving and convenience is the norm. Customers expressed broadly favourable perceptions of the security, availability, speed, and usability of digital banking, although transaction failures and poor internet connectivity remain notable concerns. The Chi-Square test found no statistically significant association between respondents' age group and their trust in the bank's handling of data security, indicating that confidence in digital banking security is broadly consistent across age groups. The study concludes that while digital banking enjoys strong acceptance in Ballari, banks need to keep strengthening connectivity, transaction reliability, cybersecurity, and customer support to sustain and widen adoption further.