• Kunal
• Neeraj

Banking sector has gone a big change over the few decades, commencing as Mere Avenue for deposit and lending, today banks are emerging as integrated providers of financial services. Serval forms of banks have emerged over the year and particularly in the part of IT (information technology) age, there is a change in nature of service provided by them. Payment banks is an offshoot of IT based extension of the logical channel of financial services to reach out to their customers. Particularly, in a country like India, bank need to strive for customer proximity and payment banks are emerging as a cost effective solution to reach the unreached areas. Being new concept, serval factors influence the customer expectation and satisfaction of using payment banks. Present study attempt to find out the factors that influence customer satisfaction in the payment banks. The major objective of this study is examine various unobserved determinants which affects the customer satisfaction in payment banks.

mobile banking, digitalisation, service quality and financial inclusion

"Determinants of customer perception influencing customer satisfaction in payment banks", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 3, page no.257-262, March-2019, Available :http://www.jetir.org/papers/JETIR1903741.pdf

"Determinants of customer perception influencing customer satisfaction in payment banks", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 3, page no. pp257-262, March-2019, Available at : http://www.jetir.org/papers/JETIR1903741.pdf