ABSTRACT
Payment Banks have emerged as new players in the Indian banking sector, particularly in the
current era of digitalization. They serve as a broad platform enabling numerous customers to
carry out electronic transactions simultaneously, without the need to visit a physical branch.
These banks offer a wide range of products and services designed to attract and retain
customers, significantly transforming the traditional banking landscape. As the industry
progresses toward a cashless economy, physical currency is increasingly being replaced by
digital cash and electronic wallets.
This study explored the impact of service quality on customer satisfaction with Payment
Banks in Punjab. Three districts with the highest population density—Ludhiana, Jalandhar,
and Amritsar—were selected based on data from the 2011 Population Census. A total of 300
users of Payment Banks were randomly chosen for the study, with 100 respondents from
each district. The findings reveal a significant influence of payment banking services on
customer satisfaction in the region.
Keywords: [Payment Banks, Service Quality, Customer Satisfaction, Punjab]