A Systematic Literature Review of Customer Satisfaction on Digital Banking

Abstract

Digital banking (DB) promotes the digital growth of the economy. Digital growth leads to an improved ecosystem. The present paper gives more significant experiences into all the selected key factors, such as service quality (SQ) and behavioral intention (BI) to use digital banking; perceived usefulness (PU) and perceived risk (PR) in digital banking adoption; performance expectancy (PE) and effort expectancy (EE) with the prospect of customer satisfaction in digital banking. This paper also analyzes different models and related theories of SQ, BI, PU, PR, PE, and EE in the prospect of the adoption of digital banking, and summarizes the gaps and limitations of this topic. To give more insightful information, these studies develop network analysis and temporal analysis in accordance with keywords. The sole sector of the economy covered by this study is banking. Thus, the findings also give a new path to analyze in other areas. Further studies can be done in large-scale review by taking other key factors like grievance handling, customer dissonance and customer experience, and others.