Driving Factors Influencing Customer Satisfaction in Digital Banking Service

Agung Waluyo. Fajrul Haq, Muhammad Maltha Agustira, Pantri Heriyati

Universitas Bina Nusantara, Indonesia

This research explores the determinants of digital technology acceptance and their influence on client satisfaction within digital banking platforms. Using a quantitative methodology with survey-based data collection, the investigation analyzed connections between perceived usability, utility, security measures, system dependability, user interface design, and customer satisfaction. Analysis of responses from 133 participants employed Structural Equation Modeling techniques. Results demonstrate that user interface design serves a pivotal dual function, acting both as a direct predictor of customer satisfaction (β = 0.607, p < 0.001) and as a substantial moderating variable for security and dependability outcomes. The framework exhibits strong predictive capacity (R² = 0.856), suggesting that conventional acceptance variables function through more intricate mechanisms than earlier research proposed. Significantly, user interface design enhances the connection between security perceptions and satisfaction (β = 0.303, p = 0.037) while weakening the dependability-satisfaction association (β = -0.332, p = 0.017). These results indicate that financial institutions should emphasize user interface optimization alongside maintaining strong security protocols and system reliability. The research advances technology acceptance models by highlighting the essential mediating and moderating functions of user interface design in digital banking environments.

Artricle link: https://www.asianinstituteofresearch.org/JEBarchives/driving-factors-influencing-customer-satisfaction-in-digital-banking-service