A Comprehensive Literature Review on the Impact of Internet Banking on Customer Experience and Satisfaction: Global Insights and the Zambian Context

Internet banking has become a cornerstone of modern banking service delivery, fundamentally transforming how customers access and interact with financial institutions. This paper presents a comprehensive literature review examining the relationship between internet banking and customer satisfaction, synthesising global evidence alongside the Zambian context. Drawing on conceptual research and established theoretical frameworks such as the Technology Acceptance Model (TAM), SERVQUAL, and Expectation-Confirmation Theory (ECT), the review identifies key determinants of customer satisfaction, including service quality, security, usability, convenience, and trust. Boolean search logic was applied using Google Scholar to retrieve relevant peer-reviewed studies from 2000 to 2025, with a focus on empirical and conceptual work. The findings reveal that while internet banking generally enhances customer satisfaction through improved convenience, efficiency, and service accessibility, challenges such as network instability, perceived security risks, and limited customer support continue to hinder optimal adoption in Zambia. This review highlights a research gap in large-scale, Zambia-specific empirical studies covering all commercial banks. Its originality lies in synthesising fragmented Zambian evidence, benchmarking it against global findings, and applying TAM, SERVQUAL, and ECT in a contextualised manner. In doing so, the paper advances knowledge by framing a theoretical and empirical agenda for Zambia’s digital banking sector.