A Framework for Assessing the Perceived Quality of Services in Digital Banking: A Systematic Review

Abstract

This research explores the models used by digital banks with regard to evaluating and improving the perceived service quality that is an essential factor towards driving customer satisfaction and hence loyalty in the transformed consumer service industry particularly within the growing financial service sector. Drawing on 21 studies published between 2015 and 2024, the study reveals key models and metrics and highlights the best practices in delivering high-quality services in the context of digital banking. Research findings also capture those technological advancements including AI, blockchain, and IoT impacts service frameworks via customization, security, and operational effectiveness perspectives. Customer orientation is also discussed in the context of the present research; thus, such elements as real-time feedback and constant changes in service delivery to meet the consumer’s expectations are determined as crucial. Combing theoretical concept with tangible solutions, this study provides a systematic view of enhancing digital banking services. Future research suggestions are expansion of the effects of current and innovative technologies and the ways they fit into modifying regulatory and technological environments in digitized banking.