The Impact of Digital Transformation on Banking Services and Customer Experience in Bangladesh in Light of Financial Transactions
Haque, Qazi Nezam Ul; Sultana, Afrin (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:fd-202504241582
https://urn.fi/URN:NBN:fi:fd-202504241582
Tiivistelmä
Digital banking has transformed the financial landscape of Bangladesh by offering greater accessibility and efficiency to the banking services. However, differences in adoption based on gender, age, and economic level result in differing levels of user engagement; therefore, user involvement is dependent on the user. This paper examines some principles of digital banking and the major barriers for some demographic groups. It also identifies barriers to adoption and offers recommendations to enhance access and availability of digital banking across all economic strata.
This study presents a comprehensive perspective of digital banking adoption, grounded on theories of financial inclusion and models of consumer behavior. Users need to consider key concepts like user experience, security, cost and technology acceptance. The research studies user experiences as well as preferences in a quantitative manner based on survey data. Multiple respondents were used to create an overall picture of developments in digital banking.
This paper finds that although there is a general approval of such banking, there are still gender inequalities, security issues and technological difficulties. The younger and higher income use more, the older and lower income less. The lesson learned from the study is that financial institutions need to increase digital literacy and security awareness of users, and also the design of banking interfaces should be friendly to users.
This study presents a comprehensive perspective of digital banking adoption, grounded on theories of financial inclusion and models of consumer behavior. Users need to consider key concepts like user experience, security, cost and technology acceptance. The research studies user experiences as well as preferences in a quantitative manner based on survey data. Multiple respondents were used to create an overall picture of developments in digital banking.
This paper finds that although there is a general approval of such banking, there are still gender inequalities, security issues and technological difficulties. The younger and higher income use more, the older and lower income less. The lesson learned from the study is that financial institutions need to increase digital literacy and security awareness of users, and also the design of banking interfaces should be friendly to users.