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October 3, 2025International Journal For Multidisciplinary ResearchOpen Access

Customer Experience Transformation in Digital Banking: An Empirical Investigation

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Authors

HNH NischithaG.S. Science, Arts And Commerce CollegeCRC M Rashmi

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Implication

This study reveals key drivers of customer satisfaction in digital banking, highlighting the roles of service quality and trust.

Key Points

  • Service quality and trust significantly enhance customer satisfaction in digital banking environments.
  • Higher levels of trust correlate with increased customer satisfaction among 150 surveyed customers.
  • Analysis revealed two main dimensions influencing customer experience: security orientation and personalization vs. convenience trade-offs.
  • Emphasizing customer-centric strategies can strengthen digital engagement for financial institutions.

Cite This Study

Nischitha et al. (2025) studied this question.

synapsesocial.com/papers/68e02f40f0e39f13e7fa2a7fhttps://doi.org/10.36948/ijfmr.2025.v07i05.56551
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