Assessing the influence of Digital Banking service quality on customer satisfaction : A Country Case of Azerbaijan

Abstract

The study has attempted to assess the influence of digital banking service quality on customer satisfaction in the case of the Azerbaijan banking industry. To achieve the objectives of the study primary data collection method was adopted, and an online questionnaire was used as a tool. The research analysis was formulated on a sample size of 108 respondents. In order to find the relationship between interest variables the methods of mean, standard deviation, correlation and regression analyses were used for further testing hypotheses and finding answers to the research questions. The results obtained through statistical procedures reveal that service quality dimensions of the speed of delivery, ease of use, reliability, enjoyment, control, privacy, and security have a positive impact on customer satisfaction in the case of digital banking in Azerbaijan. Based on regression analysis, the impact of security and privacy variable on customer satisfaction is concluded to be high compared to other dimensions. Based on the study findings, banks can increase customer satisfaction levels by successfully implementing digital banking services and refining the service quality levels. The study has included a set of recommendations for banks by acknowledging revenue stoppers and customer dissatisfaction criterias.