The Impact of Digital Banking services on Customers Satisfaction in Finland : a Comparative study of S bank, Nordea and Op bank

Abstract

The growing digital transformation in today's banking sector has significantly changed the way customers interact with financial institutions. As many banks in Finland adapt to this transformation, measuring customer satisfaction with digital banking services is essential. As a result, this research examines the impact of digital banking services on customer satisfaction in three major banks in Finland: S Bank, Nordea Bank, and OP Bank.A quantitative method was employed to gather data via a structured survey aimed at digital banking users predominantly in the Helsinki metropolitan region. The results indicate that although digital services are extensively utilized and generally well-received, satisfaction varies between banks and specific service aspects. Crucial factors affecting satisfaction include ease of use, speed of transactions, security, and customer service. While the majority of respondents reported high satisfaction and loyalty, challenges remain, such as difficulties with app navigation and inconsistent customer support. By integrating the Technology Acceptance Model (TAM) with the SERVQUAL model, this research provides a thorough framework for analysing user behaviour and expectations. The findings imply that despite digital services boosting convenience and loyalty, ongoing enhancements in interface design and support responsiveness are necessary. Future studies might investigate how rising technologies like AI influence digital banking satisfaction within the Finnish setting.

Keywords: Digital banking services, Customer satisfaction, Technology Acceptance Model (TAM), SERVQUAL model , Customer Loyalty