ANALYZING DIGITAL BANKING SERVICES IN FINANCE 2.0

Abstract

This thesis explores the critical role of customer-centric strategies in enhancing digital banking services in Nepal. It investigates the impact of key factors such as accessibility, personalization, security perception, user experience, and trust in emerging technologies on customer satisfaction. Research is conducted using primary data collected from 400 respondents across Nepal, utilizing a convenience sampling method to gather opinions. The correlation and regression were used to identify the association and impact of independent variable on customer satisfaction. Findings indicate that improvements in these areas can significantly boost customer satisfaction, foster financial inclusion, and contribute to the overall economic development of Nepal. The research underscores the importance of designing inclusive and user-friendly digital banking interfaces and implementing robust security measures to build customer trust. By prioritizing these aspects, financial institutions can not only attract and retain customers but also differentiate themselves in a competitive market. This study offers valuable insights for policymakers and stakeholders in the banking sector, highlighting the need for continuous innovation and adaptation to meet evolving customer expectations in the digital age.