Manish Kumar Soni
Commerce
May 2025
This paper looks at how digital banking transformation affects the performance and service delivery of chosen public and private sector banks in Satna, Madhya Pradesh. The study emphasises four banks—State Bank of India (SBI) and Punjab National Bank (PNB) from the public sector, and ICICI Bank and HDFC Bank from the private sector. Data were gathered from 120 consumers and 40 staff members using structured questionnaires using a quantitative method. The results showed that private banks had significantly improved digital banking adoption, which led to greater customer satisfaction, regular use, and more efficient service delivery in comparison to public sector banks. Staff members of private banks viewed digital transformation as less troublesome and more advantageous as well. On the other hand, public sector banks struggled with technical problems and insufficient training. Statistical tests verified a notable variation in satisfaction ratings between public and private banks. The survey finds that although digital banking has improved the banking experience in all areas, private banks are better placed in terms of digital performance. Public sector banks are advised strategic upgrades in infrastructure, training, and consumer involvement.
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