In the banking sector, digital technology offers an unprecedented opportunity to connect people to services such as savings, loans, insurance, and payments. India remains among the most cash-intensive economies in the world, with a cash-to GDP ratio of around 12 percent. Around 97 percent of all transactions in the country are carried out in cash, and India remains amongst the countries with the lowest access to digital payments. The digital mode of payments gathered momentum in 2016-17, according to RBIs annual report. Technology has proved to be an effective tool to expand financial inclusion. With the Government initiatives, RBI has recommended banks to move towards greater technology adoption to drive financial inclusion. In this paper, the authors analyze the pattern of usage of technology by customers for banking operations and investigate the linkages between the customer satisfaction factors and the factors that influence a customer to move towards technology for various banking services. The study brings out various attributes and factors that influence a customer decision towards using technology tools for banking, makes a quality assessment and brings out the impact on customers’ satisfaction. Finally, with the help of exploratory factor analysis, the paper identifies the factors that attract customers mostly to use the technology tools in banking operations.