30, October 2026

TRADITIONAL BANKS V/S NEO BANKS : A COMPARATIVE STUDY OF CUSTOMER SATISFACION LEVELS AMONG GEN Z

VOLUME-12; ISSUE-10; OCT-2026

Author(s): SOMENDRA SINGH , Dr. SNEHA SINGH

Authors Affiliations:

 Student, Department of Business Adminisraion, Vindhya Institute of Technology and Science , Satna,MP

  Associate Professor, Department of Business Adminisraion , Vindhya Institute of Management and Science , Satna ,MP

DOIs:10.2015/IJIRMF/202610018     |     Paper ID: IJIRMF202610018


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The rapid growth of digital financial services has changed how Generation Z interacts with banks. Traditional banks continue to rely on established branch networks, regulated processes and broad financial product portfolios, while Neo banks and digital-first banking platforms emphasize mobile applications, speed, convenience and personalized digital experiences. This research paper presents a comparative study of customer satisfaction levels among Gen Z users of traditional banks and Neo banks. The study examines convenience, digital experience, service quality, security and trust, fees and charges, customer support and personalization. A quantitative research design is proposed using a structured questionnaire and comparative satisfaction index. The study further introduces basic data analytics to demonstrate how survey responses can be converted into actionable managerial insights.

GEN Z, NEO BANKS,TRADITIONAL BANKS,DIGITAL FINANCE

SOMENDRA SINGH , Dr. SNEHA SINGH (2026); TRADITIONAL BANKS VS. NEO BANKS : A Comparative Study of Customer Satisfaction Levels Among Gen Z, International Journal for Innovative Research in Multidisciplinary Field, ISSN(O): 2455-0620, Vol-12, Issue-10, Available on –   https://www.ijirmf.com/

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