An Interplay Between Digital Banking Services, Perceived Risks, Customers’ Expectations, and Customers’ Satisfaction

Abstract

Advancements in technology and emerging digital trends are driving the expectations of bank clients. With the development of new, innovative technologies, the banking sector has started creating new products and services and looking for new channels through which to offer those services in a way that meets customers’ uplifted expectations. The aim of this paper is to explore several aspects of digital banking services, analyze user expectations, evaluate risks, and gauge how customers’ expectations and perceived risks affect their satisfaction with these services. For that purpose, an empirical survey was conducted using an online questionnaire, obtaining 535 valid responses. This research showed that bank clients identified digital banking services as the most important factor when choosing a bank. Furthermore, the results of the study revealed which perceived characteristics and expectations of digital banking services create the highest levels of customer satisfaction in using digital banking services, and what types of perceived risks of using digital banking services should be mitigated.