Digital Innovation and Sustainable Banking Practices in Indian Public Sector Banks: Post-Merger Perspective

This study examines the impact of digital innovation and sustainable banking practices on customer satisfaction in merged public sector banks in India. The study explores how customer satisfaction in merged public sector banks in India will be affected by digital innovation and sustainable banking practices. On the basis of primary data gathered via a patterned questionnaire, the multiple regression method was utilized to point out the impact of digital innovations, convenience, technological foundation, post-merger service modifications, sustainability programs, and communication and awareness. The findings have shown that technology infrastructure positively affects customer satisfaction in a substantial manner, and therefore it is important to note that efficient and reliable digital systems in the post-merger environment is of great importance. On the other hand, sustainability projects have a strong negative contribution, implying a breakdown in visibility, communication or correspondence to customer expectations. Other reasons such as digital innovations, easy access, post-merger change in services, and communication and awareness have positive but insignificant impacts. The paper concludes that more focus should be placed on the enhancement of technological infrastructure and redesign sustainability efforts by merged public sector banks that have been and still enhance digital services and communication strategies. Although this study has some drawbacks that are connected with self-reported data, the sample size and cross-sectional nature, it can offer valuable information that can be utilized to enhance customer satisfaction and promote sustainable development of post-merger banks operating in the public sector.