Customer Satisfaction in the Digital Banking Era: A Theoretical Exploration of Service Quality Dimensions

The digital transformation of banking services has revolutionized the way customers interact withfinancial institutions. In this context, understanding the evolving dimensions of service quality and theirinfluence on customer satisfaction has become crucial. This theoretical paper explores the conceptualfoundations of service quality in digital banking and its impact on customer satisfaction. By reviewingexisting models like SERVQUAL and integrating recent developments in digital service delivery, thepaper provides a conceptual framework for assessing customer satisfaction in the digital banking era,with special reference to Indian private sector banks.