FACTORS INFLUENCING THE CUSTOMER EXPERIENCE IN DIGITAL BANKING AND FINANCIAL PERFORMANCE

Banking sector plays a crucial role in financial system of economy. It represents the center of
economic activity by accessing , meeting and maintaining the requirement of funds. Information
technology was introduced in late 80’s in indian banking sector which further paved way for digitalisation
in banking sector. This has given benefit to both bank and customers. The study aims in the finding out
the factors that are influencing the experience of customers through digitisation and the performance of
bank in chennai. The factors such as service , functional quality , percieved value , trust , service speed,
satisfaction and loyalty are taken into considerations