Banking Beyond Branches: Measuring Customer Delight in DCCB's Digital Ecosystem with special reference to Tiruchirappalli District”

Abstract

The study aims to analyze the key determinants influencing customer satisfaction with digital banking service quality in District Central Cooperative Banks (DCCBs), specifically within the Tiruchirappalli district. A total of 506 DCCB customers from the region were surveyed. To gain comprehensive insights into the relationship between digital banking services and customer satisfaction, various statistical tools such as descriptive analysis, reliability analysis, exploratory factor analysis, and multiple regression analysis were employed using SPSS software. The empirical findings indicate that customer satisfaction with digital banking services in the DCCB sector is significantly high.