The Impact of Digital Banking on Customer Satisfaction in the Lebanese Banking Industry: The Mediating Effect of User Experience

Abstract

Using digital banking factors and customer satisfaction as a metric, this research digs into the complex dynamics of the Lebanese banking business. This study uses a quantitative methodology to investigate the ties that bind digital diffusion, mobile participation, IT support, and user satisfaction. The study is based on information gathered from 324 bank customers who responded to online questionnaires. The study's setup allows for investigating these connections within a cross-sectional framework, providing a snapshot of the relationships at a given moment. The findings highlight the significance of user-centric design and good interactions in boosting digital banking customers' satisfaction. The study's ramifications are significant in both theory and practice. In a scholarly sense, the research adds to our knowledge of the complex interrelationships between digital banking features and how they impact customers' overall satisfaction. For the Lebanese banking sector, it provides valuable takeaways, arguing for strategies that put the customer's needs first to make the most of digitalization, mobile usage, and technical advancements.