DIGITAL BANKING ADOPTION AND ITS IMPACT ON CUSTOMER SATISFACTION

Abstract

The rapid advancement of digital technologies has significantly transformed the banking sector, leading to increased adoption of digital banking services. This study explores the relationship between digital banking adoption and customer satisfaction by examining various factors such as ease of use, security, accessibility, and service efficiency. The findings suggest that a positive digital banking experience enhances customer satisfaction and loyalty, especially when supported by responsive customer service and user-friendly interfaces. The research also highlights the challenges customers face, such as concerns over data privacy and the digital divide. Understanding these dynamics is essential for banks aiming to improve service delivery and maintain competitive advantage in the digital era.