Factors Influencing to customer satisfaction on digital banking services quality

The aim of the study is to identify the factors influence the customer satisfaction on digital banking service quality; in case of Sampath Bank – Kelaniya Branch. The research was conducted with positivist research philosophy stands using deductive approach by quantitative method for collecting and analyzing data to gain novel insights. Primary data were gathered through questionnaire from 242 digital banking user of Sampath bank – Kelaniya Branch. Descriptive statistics, correlation, multiple regression and oneway ANOVA are used to analyze the data. Results of the study reveals that factors of digital banking service quality have high level of impact on customer satisfaction of digital banking users. It is found that digital banking service quality dimensions namely efficiency, fulfillment, privacy and system availability are positively influenced on customer satisfaction. Further, Efficiency and fulfillment factors are highly contributed to the higher degree of customer satisfaction. It is concluded that service quality of digital banking offered is influence on customer satisfaction towards digital banking service provided by sampath bank –Kelaniya Branch. Findings are vital for policy makers and management of the bank to deliver better digital banking quality services.