The role of internet banking as in delivery channel : enhancing service delivery, customer satisfaction, and business efficiency in the banking sector

Abstract

Internet banking represents a key delivery route that information technology advancements have transformed banking operations during the past few years. Banking institutions must innovate their digital systems because their customers pursue services that offer faster operations and both convenience and superior effectiveness. Research explores these questions because scientists want to understand how internet banking creates better consumer satisfaction and services while increasing organizational effectiveness. This research analyses the effect of modern financial systems that result from online banking operations.

This study focuses on evaluating the efficiency of online banking as a service platform for delivery and explores its impact on organization performance together with user experience. This study grounded its theory on digital transformation theory along with multiple service quality concepts. The fundamental aspects include customer happiness together with service delivery and company efficiency. Through surveys the approach conducts quantitative research and collects data from both bank personnel and consumer participants.

The research results demonstrated how internet banking's simplicity of use, 24 accessibility, and shortened transaction times greatly increase consumer happiness. It also helps to increase business efficiency. According to the study's findings, banks may use online banking as a strategic instrument to boost productivity and satisfy changing consumer demands.