Digital Banking Services and Customer Satisfaction: A Literature Review on Innovation and Service Quality in the Banking Industry

Abstract

The banking industry has experienced significant transformation due to digitalization, financial technology, mobile banking, artificial intelligence, and digital financial platforms. This literature review examines how digital banking services relate to customer satisfaction by synthesizing 15 articles published or accepted between 2024 and 2025. Using thematic analysis, the selected articles were reviewed by identifying repeated concepts related to service quality, trust, privacy, fintech adoption, financial inclusion, sustainability, digital innovation, and bank performance. The results show seven main themes: digital service quality, trust and security, fintech adoption, financial inclusion, banking innovation, sustainability-oriented banking, and bank performance. The findings indicate that customer satisfaction in digital banking depends on convenience, reliability, ease of use, security, privacy, and trust. Digital banking and fintech can also support financial inclusion by expanding access for rural users, SMEs, senior customers, and underserved groups. However, cybersecurity risks, digital literacy, infrastructure gaps, and access inequality remain important challenges. Overall, digital banking should be understood as a customer-oriented service transformation rather than merely a technological upgrade.