CUSTOMER SATISFACTION AND LOYALTY TOWARDS DIGITAL TRANSFORMATION OF BANKING SERVICES IN NEPAL

Abstract

This paper aims to examine output of digital transformation in banking sector through mobile eco-system. Satisfaction and loyalty of customer with service quality of mobile banking is explained. Primary data based descriptive research design is used. Through close ended structured questionnaire data was collected among mobile banking users in Kapilvastu, Nepal. This research showed that satisfaction have significant relationship with constructs (Perceived usefulness, perceived ease of use, trust, customer service). Also, satisfaction leads for loyalty of mobile banking user positively. Digital transformation in banking sector not only creating the new value to its user and provider. But also creating the question of transformation of practice towards it. This paper showed that customer become satisfied and also loyal toward m-banking service.