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Descriptive research reports enhanced customer satisfaction in MSMEs using digital banking, indicating improved service quality and reliability.
Digital banking has become a major force in transforming financial services for Micro, Small, and Medium Enterprises (MSMEs) in India. With the advancement of technology, MSMEs now have greater access to online banking, mobile banking, and automated financial services that improve business efficiency and customer experience. This research aims to analyze the impact of digital banking on customer satisfaction among MSMEs, focusing on parameters such as convenience, service quality, security, and reliability. A descriptive research design has been adopted, combining both primary and secondary data. A sample of 100 MSME owners was surveyed, and the Chi-square test was used to examine the relationship between digital banking services and customer satisfaction. The findings indicate that digital banking has significantly improved business performance and customer satisfaction levels, though challenges such as technical issues and cyber security threats remain.
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Thite et al. (2025) studied this question.
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