CONSUMER TRUST IN DIGITAL BANKING PLATFORMS AT KOTAK MAHINDRA BANK

Authors

  • Dr G C VENKATAIAH Author
  • KHAJI SYED SHARFODDIN Author

Keywords:

Consumer Trust, Digital Banking, Kotak Mahindra Bank, Service Quality, User Experience, Mobile Banking, Internet Banking, Data Security, Cybersecurity

Abstract

This paper looks into consumer confidence in digital banking systems, with a focus on Kotak Mahindra Bank. It stresses how technological stability, data security, service quality, and user experience affect consumer confidence in digital financial services. The paper underlines the need of sophisticated cybersecurity processes, open communication, effective grievance resolution procedures, and integrated online and mobile banking systems in boosting consumer trust. It also explores how Kotak Mahindra Bank's commitment to rules, continued innovation, and customer-focused digital initiatives has made the bank appear more dependable and less risky. The findings show that ongoing investments in safe digital infrastructure and personalized digital engagement significantly increase confidence levels. As a result, consumer satisfaction, loyalty, and long-term use of digital financial services improve.

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Author Biographies

  • Dr G C VENKATAIAH

    Associate Professor,Department of MBA, VISWAM ENGINEERING COLLEGE (Autonomous), ANGALLU, MADANAPALLE, AP.

  • KHAJI SYED SHARFODDIN

    MBA Student, Department of MBA, VISWAM ENGINEERING COLLEGE (Autonomous), ANGALLU, MADANAPALLE, AP.

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Published

2026-04-07

Issue

Vol. 2 No. 1 (2026): Volume 2, Issue 1, January-March, 2026

Section

Articles

License

Copyright (c) 2026 Journal of Science and Technology Excellence

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