The Impact of Digital Banking on Customer Satisfaction in Commercial Banks

This research investigates the impact of digital banking services on customer satisfaction within the context of commercial banks. Employing a quantitative research methodology, data were collected through structured questionnaires from 500 bank customers across eight major commercial banks in Rivers state, Nigeria. The analysis reveals that digital banking significantly enhances customer satisfaction, with salient factors such as ease of use, perceived security, accessibility, and service reliability. The findings suggest that investments in digital infrastructure and customer-centric digital features are vital for banks seeking competitive advantage and customer loyalty in a rapidly evolving financial landscape. The study contributes to the understanding of digital transformation in banking and provides actionable insights for practitioners and policymakers.