Determinants of Customer Satisfaction with Digital Banking Services: Evidence from India Post Payments Bank

Authors

  • Kokkiligadda Jyothirmayi Student, Department of Business and Management Studies, Seshadri Rao Gudlavalleru Engineering College, Gudlavalleru, Andhra Pradesh, India

Keywords:

digital banking; customer satisfaction; service quality; security and trust; financial inclusion; India Post Payments Bank

References

Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3), 280–306.

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.

DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30.

India Post Payments Bank. (2024). Annual report 2023–24. India Post Payments Bank Ltd.

Kothari, C. R. (2004). Research methodology: Methods and techniques (2nd ed.). New Age International.

Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. McGraw-Hill.

Published

2026-07-16

How to Cite

Kokkiligadda Jyothirmayi. (2026). Determinants of Customer Satisfaction with Digital Banking Services: Evidence from India Post Payments Bank. Journal of Advanced Research in Operational and Marketing Management, 9(2), 44-48. Retrieved from https://adrjournalshouse.com/index.php/Journal-OperationalMarketing-Mgt/article/view/2834

Issue

Vol. 9 No. 2 (2026): Journal of Advanced Research in Operational and Marketing Management

Section

Research Article

Copyright (c) 2026 Journal of Advanced Research in Operational and Marketing Management

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