EXPLORING ROLE OF TECHNOLOGY IN ENHANCING CUSTOMER BANKING EXPERIENCE AMONG PRIVATE SECTOR BANKS

This paper discusses how technology can be used to improve customer banking experiences by banks in the private sector, with reference to Gen Z users in Karnataka, India. The study used a quantitative descriptive research design where 185 respondents were sampled using structured questionnaires. Pearson correlations and multiple linear regressions were used to analyze key behavioral factors, which were perceived ease of use, trust, engagement, and perceived value. The outcomes show that perceived ease of use and trust demonstrate strong and positive relationships: perceived ease of use and trust explain 74.6% of satisfaction, and engagement and perceived value demonstrate 72.8% of loyalty. All constructs showed great reliability (Cronbachs alpha more than 0.87). The results fill the gaps in existing literature by focusing on the dynamics of the behavior rather than the technical aspects and providing implications on how banks can focus on the intuitive and secure digital platform.