CUSTOMER EXPERIENCE TOWARDS DIGITAL BANKING

Abstract

This study examines the factors influencing customer experience with digital banking in Nepal, focusing on customer trust, security perceptions, ease of use, platform design, transaction speed, and satisfaction. The primary aim was to identify the key elements that affect customer experience and trust in digital banking services. A quantitative research approach was adopted, and data was collected from 384 respondents through a Google Forms questionnaire. The study's findings suggest that ease of use, platform design, and availability of support significantly enhance customer satisfaction, while transaction speed had a negative effect. Security and privacy, although important, had less of an impact on the overall customer experience than expected. The research also explored the impact of digital banking on customer satisfaction compared to traditional banking. It was found that customers generally preferred the convenience and accessibility of digital banking, particularly in terms of transaction speed and accessibility. However, there were still areas of dissatisfaction, especially related to the security and reliability of services. These findings indicate that while digital banking has gained significant popularity, there is still a need for continuous improvements, particularly in mobile banking services. In conclusion, this study provides valuable insights into the customer experience with digital banking in Nepal. It highlights the importance of user-friendly platforms, fast transaction speeds, and efficient customer support in enhancing overall satisfaction. The research also suggests areas for improvement in security and mobile banking features. These findings contribute to a deeper understanding of digital banking in Nepal and offer practical recommendations for banks to enhance their services and build long-term customer trust.