Year: 2026
Type: article
Study design: Observational Study
Abstract: This research explores the factors influencing consumer satisfaction with digital banking services in Battambang, Cambodia. This study aimed to (1) identify the level of consumer satisfaction with digital banking services, (2) analyze the correlations between the determinants and the level of consumer satisfaction, and (3) investigate the impact of the determinants on the level of consumer satisfaction. This study used a quantitative research approach and employed structured questionnaires distributed to 200 respondents in Battambang city. The researchers selected these respondents using nonprobability purposive sampling. The researchers analyzed the collected data using Microsoft Excel and JASP with descriptive statistics, reliability analysis, Pearson correlation analysis, and multiple linear regression analysis. The results indicated that customer satisfaction with digital banking services was very high (mean = 4.20). Pearson correlation analysis demonstrated that all six determinants—service quality, ease of use, security, trust, system quality, and perceived usefulness—were positively and significantly correlated with customer satisfaction (p < 0.001). Among these determinants, Perceived Usefulness (r = 0.720) and System Quality (r = 0.719) exhibited the strongest correlations with Customer Satisfaction. Multiple regression analysis suggested that these six determinants in aggregate explained 61.9% of the variability in customer satisfaction (R2 = 0.619, p < 0.001). Among these determinants, only perceived usefulness (β = 0.378, p < 0.001), system quality (β = 0.263, p = 0.002), and service quality (β = 0.168, p = 0.014) significantly and positively affected customer satisfaction, while the remaining three did not. Based on these findings, improving the utility of digital banking applications, system performance, and service quality is crucial to increasing customer satisfaction and the use of digital banking services in Battambang city.
Institution: National University of Battambang
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W7214550581