To Study the Impact of Digital Banking on Customer Satisfaction in MSM in PMC Region

Abstract Digital banking has emerged as a key driver of efficiency, transparency, and financial growth for Micro, Small, and Medium Enterprises (MSMEs). With increasing digitalization in the Pune Municipal Corporation (PMC) region, MSMEs rely heavily on online banking services such as UPI, net banking, mobile banking, and digital lending platforms. This study aims to analyse the effect of digital banking services on customer satisfaction among MSME owners. Primary data was collected from 100 MSMEs located in the PMC area using structured questionnaires. Secondary data was collected from RBI reports, research journals, and government publications. Chi-square analysis was conducted to test the relationship between MSME type and their satisfaction level. The results show that digital banking significantly improves convenience, transaction speed, record management, and financial efficiency. However, challenges such as system failures, cyber fraud, and lack of digital skills still affect user satisfaction. The study concludes that digital banking plays a vital role in improving MSME performance and recommends enhancing cyber security, digital literacy, and customer support.