The Impact of Digital Banking on Customer Satisfaction

Abstract

 This study explores in what way digital banking affects customer satisfaction. Technology is advancing quickly, and digital banking has completely changed how consumers interact with financial services. For banks and other financial institutions to improve their digital products, a thorough grasp of the elements that influence customer satisfaction is essential.

The data collected through survey, using a structured questionnaire to gather data from a varied sample of digital banking users. The survey focuses on assessing customer satisfaction levels and identifying key factors influencing their satisfaction, such as user experience, reliability, security, service quality, convenience, and personalization.

The findings of research revealed that user experience, reliability, security, service quality, convenience, and personalization. Positively and significantly impact on customer’s satisfaction level. Moreover, it was also found that user experience, reliability, security, service quality, convenience, and personalization positively and significantly impact the behavioral intention of customers to use of digital banking. 

This study gathered the most important factors, those effects the use of digital banking services. By understanding the drivers of customer satisfaction, banks can make conversant decisions to improve their digital banking platforms, optimize user experiences, and develop strategies to enhance customer loyalty and retention.