Bridging the Trust Gap: The Interplay of Operational Efficiency and Digital Customer Satisfaction in India's Non-Banking Financial Sector

Abstract

The digital revolution is having a profound impact on the customer service that India's Non-Banking Financial Companies (NBFCs) provide. Finding out what makes digital service delivery so special for customers and earning their confidence is the driving force behind this study. Research participants in the Guntur District include both customers (N = 899) and employees (N = 147). Regulatory compliance include fair procedures and transparency; customer results include trust and satisfaction. The research uses multiple regression analysis to examine the mediating effect of operational efficiency in this link. Regulatory compliance directly contributes to the formation of faith in digital platforms, while operational efficiency significantly impacts the level of consumer contentment, according to the study. The results show that seamless digital operations, transparent practices, and strong compliance frameworks are strategically important for promoting adoption and use of digital services by non-bank financial companies (NBFCs) and for fostering financial inclusion. The results have a realised margin of error of about ±3.27%. Particularly in markets that are semi-urban or rural, this is crucial.