Explore the factors influencing customer satisfaction with digital banking services

Abstract

The study explores factors influencing customer satisfaction with digital banking services in the era of the 4.0 revolution, aiming to provide recommendations to enhance the experience and satisfaction of customers using digital banking services for sustainable development. Both qualitative and quantitative research methods are applied based on the cognitive psychology theory to explore and measure customer perceptions of digital banking services. Regression analysis results reveal that system quality, including convenient interface design, user-friendliness, fast transaction speed, and robust security, significantly impact customer satisfaction. Following closely are responsiveness, bank reputation, and service quality factors. The research outcomes serve as reference materials and propose solutions to improve customer satisfaction, creating a foundation for customers to continue using digital banking services in the long term.