The Role Of Digital Transformation In Improving The Quality Of Banking Services In Banks

Abstract

This study investigates the role of digital transformation in enhancing the quality of banking services, focusing on the National Commercial Bank (NCB) in Jeddah, Saudi Arabia. The primary aim of the research is to examine how the integration of digital technologies such as mobile banking applications, online banking platforms, and automated systems has influenced service quality, customer satisfaction, and operational efficiency. The study adopts a quantitative approach, using a structured questionnaire to collect data from NCB customers. The analysis of the data includes descriptive statistics, correlation analysis, and regression analysis to explore the relationship between digital transformation and customer satisfaction.

The findings indicate that digital transformation at NCB has significantly improved the reliability, responsiveness, and security of banking services, leading to higher customer satisfaction. Customers expressed high satisfaction with the ease of use of digital banking tools and the speed of transactions. Additionally, the study found a strong positive correlation between the ease of use, security, and responsiveness of digital tools and overall customer satisfaction. Based on these results, the study recommends that NCB continue to invest in enhancing digital tools, improving customer support, and ensuring the security and responsiveness of digital services to further elevate customer satisfaction and service quality.