Customer Satisfaction on Digital Banking During the Covid-19 Pandemic: A Case Study of Banking Customers in Sri Lanka

Abstract

The aim of the study is to focus on the impact of digital banking on customer satisfaction during Covid-19 pandemic. Further it investigates the factors that need to be improved in digital banking services during the Covid-19 pandemic and future. The research is based on consumer perspectives. Data is collected from banking customers through a quantitative approach and a self-designed questionnaire to evaluate the customer satisfaction on digital banking during this Covid-19 pandemic. The data was collected from banking customers in the Colombo district to know their satisfaction and a sample is around 100 bank customers. The collected data mainly targeted four factors namely performance expectancy, effort expectancy, social influence, and facilitating conditions. Based on the analysis results, the usage of digital banking is highly increased during the Covid-19 period and customers are highly satisfied with using digital banking. It becomes a very important part of their banking activities. Some difficulties are understood like technological problems, less user-friendliness, difficulties faced by novice users when learning digital banking applications and websites, use of English in digital banking applications and websites. According to the result, customers like to continue the use of digital banking in the future after the Covid-19 period due to it converting their banking activities to easy, quick, and time-saving tasks.