The digital transformation of the banking sector has made customer onboarding a crucial factor in the successful adoption of digital banking services. Despite continuous technological advancements, many customers continue to experience difficulties during the onboarding process. This study examines the customer pain points associated with digital onboarding of banking products offered by the State Bank of India (SBI). The research is based on primary data collected from digital banking users using a structured questionnaire. The study adopts a descriptive research design and employs percentage analysis for data interpretation. The study is based on a sample size of 100 respondents selected from customers of the SBI Park Town Branch. The findings reveal that customers face challenges such as credential recovery issues, technical glitches, unclear system messages, and inadequate user guidance during onboarding. These issues are more prominent among elderly users and individuals with limited digital literacy, resulting in incomplete onboarding and increased dependence on physical branch visits. The study also highlights customer preference for biometric authentication, step-by-step written guides, and video tutorials to enhance usability and confidence. The study concludes that simplifying onboarding procedures and adopting user-centric digital design can significantly improve customer satisfaction and digital banking adoption.
Dr.L.GEORGIA et al. (Thu,) studied this question.