Paper Contents
Abstract
The swift digitization of financial services has led to a considerable evolution in banking, providing clients with a variety of channels for service access. In order to compare online and traditional banking, this study looks at important aspects like ease, security, accessibility, service quality, and trust. The study defines consumer preferences, expectations, and difficulties related to both banking techniques using primary data gathered through surveys and secondary data gathered from industry reports and scholarly research. According to research, traditional banking is still important because of its individualized services and trustworthiness, even though online banking is preferred for its ease of use. The study ends by suggesting improvements to customer service integration, digital security, and customer support in order to maximize customer happiness across both banking systems.This research further explores how customer demographics influence banking preferences, highlighting the role of age, occupation, and technological proficiency in shaping satisfaction levels. It identifies key pain points in both banking models, such as cybersecurity risks in online banking and long waiting times in traditional banking. The study also examines the role of financial literacy in banking choices, emphasizing the need for improved digital literacy programs to foster confidence in online transactions. The insights from this study contribute to policy recommendations aimed at bridging the gap between traditional and digital banking experiences, ensuring a more seamless and secure banking environment for all customer segments.
Copyright
Copyright © 2025 RINU R. This is an open access article distributed under the Creative Commons Attribution License.
