Abstract
The study’s main objective was to comprehend the users’ experience and satisfaction regarding the four pillars of digital banking, i.e., Omnichannel, smart, modular, and open banking solutions. This cross-sectional study is based on a survey sample of 594 customers of India conducted using a mixed-method approach, combining descriptive and exploratory research designs. A theoretical framework was developed to understand user experience and satisfaction; five models were identified to analyze the relationships between variables through a multi-regression test. Female users prefer Tech-enabled banking technologies to male users. Users between 19 and 30 years and customers without any occupation exhibit the highest inclination towards Omnichannel, smart, modular, and open banking compared to those with varying age and occupation brackets. Models 1 to 5 revealed positive user experiences with Omnichannel, smart and modular banking and all results were found statistically significant (p < 0.001). The study's novelty is recognizing gender and age-specific adoption styles in digital banking. The study developed a new theoretical framework that provides actionable insights for enhancing user satisfaction across digital banking pillars. It also presents fresh views for stakeholders and contributes to advancing research in virtual banking technology, empowering professionals with practical implications for their work.
Keywords: Digital Banking, Digital Platforms, Modular Banking, Omnichannel Banking, Open Banking, Smart Banking