DIGITAL BANKING ADOPTION AND CUSTOMER SATISFACTION

International Journal of Computer Science (IJCS) Published by SK Research Group of Companies (SKRGC)

Abstract

Digital banking has transformed the global financial sector by enabling customers to access banking services through electronic channels such as internet banking, mobile banking, automated teller machines (ATMs), and digital payment platforms. The increasing penetration of smartphones, internet connectivity, and technological innovations has accelerated the adoption of digital banking worldwide. Customer satisfaction plays a crucial role in determining the success and sustainability of digital banking services. This study examines the factors influencing digital banking adoption and analyzes their impact on customer satisfaction. The paper explores the role of service quality, security, convenience, trust, technological infrastructure, and customer experience in enhancing satisfaction levels. Furthermore, challenges associated with digital banking and future trends in financial technology are discussed. The findings indicate that effective digital banking services improve customer loyalty, operational efficiency, and overall banking performance.

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Keywords

Digital Banking, Internet Banking, Mobile Banking, Customer Satisfaction, Financial Technology, Service Quality, Electronic Banking.