The Impact Of Adopting Digital Banking Services On Customer Satisfaction

Abstract

This study aims to analyze the impact of adopting digital banking services on customer satisfaction in commercial banks, using a descriptive-analytical approach supported by statistical modeling. A research instrument consisting of 17 items was designed and distributed across three main dimensions: ease of use, speed of execution, and security level. The findings reveal a strong positive correlation between the different dimensions of digital services and customer satisfaction. Results indicate that the adoption of digital banking services explains a considerable proportion of the variance in customer satisfaction (R² = 0.465), with regression coefficients being positive and statistically significant. This confirms that digital banking contributes significantly to enhancing customer experience and achieving higher levels of satisfaction. Accordingly, the study concludes that digital transformation represents a strategic tool for commercial banks to strengthen competitiveness and improve customer loyalty. The study therefore recommends investing in the development of digital platforms, with particular focus on security, speed, and ease of use