International Journal of Scientific Research and Engineering Development

Digitalization has changed the banking sector by shifting many traditional branch-based services to mobile banking, internet banking, Unified Payments Interface (UPI), ATM services, Aadhaar-enabled services, Business Correspondent points, digital wallets, and data-driven customer support. This transformation has improved speed, convenience, transparency, and access to financial services, but customer adoption and satisfaction are not uniform across all regions. In districts such as Madhubani in Bihar, digital banking adoption is influenced by rural-urban differences, smartphone access, digital literacy, language comfort, network reliability, trust, security awareness, branch support, and the availability of assisted banking channels. This review paper examines the impact of banking digitalization on customer adoption and satisfaction with special reference to Madhubani district. The paper discusses digital banking channels, local adoption challenges, customer satisfaction dimensions, review-based evaluation criteria, tools used in digital banking, determinants of adoption, and future research directions. The review indicates that customers adopt digital banking when they perceive it as useful, simple, secure, affordable, and supported by reliable service assistance. Digitalization can improve satisfaction by saving time, reducing branch visits, enabling faster payments, improving transaction transparency, and supporting financial inclusion. However, low digital confidence, fear of cyber fraud, failed transactions, connectivity issues, and weak grievance redressal can reduce adoption and satisfaction. The study concludes that inclusive digital banking in Madhubani requires a balanced approach combining technology, human assistance, local-language awareness, secure platforms, and customer-centric service delivery.

Akash Parth Sarthi, Dr.Gaurav Arora, "Digitalization and Its Impact on Customer Adoption and Satisfaction in the Banking Sector with Special Reference to Madhubani District of Bihar – A Review" International Journal of Scientific Research and Engineering Development, V9(4): Page(271-277) May-June 2026. ISSN: 2581-7175. www.ijsred.com. Published by Scientific and Academic Research Publishing.