The impact of digital banking services on customer satisfaction: evidence from Malaysia

This study examined the impact of digital banking services on customer satisfaction within the Malaysian banking sector. As digital platforms become increasingly integral to financial service delivery, understanding the factors that influence customer satisfaction is essential for banks seeking to enhance customer experience and maintain competitiveness. Drawing upon the Technology Acceptance Model (TAM), the study investigated five key determinants of customer satisfaction: perceived ease of use, perceived usefulness, perceived risk, brand trust, and digital banking trends. A quantitative research approach was adopted, with data collected from 299 digital banking users in the Klang Valley through a structured bilingual questionnaire. Statistical analyses, including reliability, correlation, and multiple regression analyses, revealed that perceived ease of use, brand trust, and digital banking trends significantly influence customer satisfaction. In contrast, perceived usefulness and perceived risk were not found to have a significant effect. Among the variables examined, perceived ease of use emerged as the most influential determinant of customer satisfaction. The findings provide valuable insights for banking institutions and policymakers seeking to strengthen digital banking services and enhance customer engagement. By identifying the factors that most strongly influence customer satisfaction, the study contributes to a deeper understanding of customer behaviour in digital banking and supports the development of more customer-centric digital strategies within Malaysia’s evolving financial landscape.