This study investigates the levels of customer satisfaction and the primary drivers of adoption regarding digital banking services at RBL Bank. As the banking sector undergoes a rapid digital transformation, understanding how traditional banking customers transition to and perceive mobile and internet banking platforms is critical for maintaining a competitive edge. Preliminary results indicate a high correlation between the user interface (UI) experience and overall satisfaction. While basic services like balance inquiries and fund transfers show high adoption rates, advanced features such as digital investments and automated grievance redressal see lower engagement due to perceived complexity and security concerns. The study also identifies a significant demographic divide, with younger cohorts showing higher “stickiness” to the RBL MoBank app compared to older segments who prefer hybrid banking models. The findings suggest that RBL Bank should focus on enhancing the omnichannel experience and simplifying the navigation of high-value digital products. Strengthening cybersecurity communication is also recommended to mitigate the “trust deficit” among late adopters.
Yadav et al. (Mon,) studied this question.
Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context: