Digital Banking Service and Its Impact on Customer Satisfaction

Abstract

Abstract As a result, digital banking services are essential to commercial banks' ability to develop and offer new goods and services with distinctive features as well as to reroute and redesign their internal business procedures in response to external shifts. The study's goal was to ascertain how well digital marketing techniques performed in relation to Nepal's commercial banks. The study employed a descriptive and informal research design. The 20 commercial banks that operate in Nepal made up the study's population. Primary data for the study were gathered via self-administered questionnaires. In order to analyze the data, descriptive statistics were used. The performance and effects of digital marketing tactics were evaluated using regression analysis. The ATM has a positive and significant relationship, according to the study. There is little correlation between consumer satisfaction and online banking. Additionally, a high positive correlation was discovered at the 1% level of significance, with the strongest correlations being seen with mobile banking and customer happiness. In a similar vein, there is a substantial positive correlation between satisfaction and credit and debit cards. The results of the regression analysis showed a linear association between customer happiness and ATM, mobile banking, and debit card usage. Customer satisfaction is significantly improved by ATMs. Additionally, it was shown that credit card and electronic fund services were positively negligible with regard to customer satisfaction, while debit card services are positively significant with regard to that same measure. However, internet banking is positively insignificant. Moreover, mobile banking is negatively insignificant with customer satisfaction. Keywords: ATM, Digital banking, Mobile Banking, Customer Satisfaction