Impact of Customer Satisfaction toward Digital Banking Interfaces on Operational Efficiency and Business Performance: A Comparative Study of Punjab National Bank, Union Bank of India, and Canara Bank

Abstract

This study investigates the influence of customer satisfaction with digital banking interfaces on operational efficiency and Business performance in selected Indian public sector banks, namely Punjab National Bank, Union Bank of India, and Canara Bank, over the period 2019–2023. A mixed-methods research design was adopted, combining primary data collected from 120 bank customers using structured questionnaires with secondary data obtain from bank annual reports and Reserve Bank of India publications. The analysis indicate that key dimensions of digital banking interfaces such as ease of use, platform reliability, and perceived security have a significant influence on customer satisfaction, which in turn mediates improvements in operational efficiency, cost reduction, profitability, and customer retention. Among the identified factors, perceived security and ease of use exhibit the most substantial impact on satisfaction levels. The comparative results further indicate that Canara Bank recorded relatively higher digital customer satisfaction score along with better operational and business performance during the study period. The study highlights the strategic role of user-centric digital interface design in enhancing banking efficiency and financial outcomes, and offer practical implications for policy formulation, digital transformation initiatives, and interface development in large public sector banks.