A Study Of Customer Satisfaction And Perception Towards Cashless Banking Services In Kanyakumari District

Abstract

Cashless banking services have become an integral part of the modern banking system by offering customers convenient, secure, and efficient alternatives to traditional cash-based transactions. The rapid growth of digital technologies, increasing smartphone usage, and the expansion of internet connectivity have significantly accelerated the adoption of cashless banking services such as Unified Payments Interface (UPI), mobile banking, internet banking, debit and credit cards, electronic wallets, NEFT, RTGS, and IMPS. In this context, the present study aims to examine the level of customer satisfaction and perception towards cashless banking services in Kanyakumari District. The specific objectives of the study are to assess customer satisfaction, identify the factors influencing customer perception, analyse the relationship between demographic variables and customer satisfaction, and provide suitable suggestions for improving cashless banking services. The study is descriptive in nature and is based on both primary and secondary data. Primary data were collected from 120 respondents using a structured questionnaire through the convenience sampling technique. The collected data were analysed using the Statistical Package for the Social Sciences (SPSS). Percentage analysis was used to analyse the demographic profile of the respondents, while Mean and Standard Deviation, One Sample t-test, Exploratory Factor Analysis, Multiple Linear Regression Analysis, Independent Sample t-test, and One-Way ANOVA were employed to test the objectives of the study.

The findings reveal that customers are generally highly satisfied with cashless banking services. Convenience, security, and service efficiency emerged as the major factors influencing customer perception, with convenience exerting the strongest impact. The study also found that age has a significant influence on customer satisfaction, whereas gender does not show a significant difference. UPI was identified as the most preferred mode of cashless banking among the respondents. The study concludes that continuous technological innovation, enhanced security measures, efficient customer support, and digital financial literacy programmes are essential for improving customer satisfaction and strengthening the adoption of cashless banking services..