Loading article...
Loading article...
Stream/Area:
-
Subject:
-
Paper ID:
IJSREM67526
Volume:
10 |
9 |
Sep 2026
Pages:
1-11
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
Department of management
IIS University
Department of management
IIS University
Department of management
IIS University
The rapid digital transformation of the banking sector has significantly reshaped the way customers access and experience financial services. The integration of advanced technologies such as cloud computing, artificial intelligence, data analytics and digital platforms has enhanced service delivery while simultaneously increasing the importance of customer trust. This study examines the influence of digital transformation on customer experience and investigates the mediating role of customer trust in the banking sector. A descriptive research design with a quantitative approach was adopted and primary data were collected from 310 banking customers using a structured questionnaire. The collected data were analysed using Jamovi and Smart PLS software. The findings indicates that digital transformation has a significant positive impact on customer experience and customer trust. Further, customer trust has a statistically significant and positive influence on customer experience. The study confirms that trust partially mediates the relationship between digital transformation and customer experience of banking sector. It addresses the theoretical gap in the literature by integrating digital transformation, customer trust and customer experience into a unified conceptual framework with customer trust act as mediating variable. The findings have implications for banking practitioners and research scholars, highlighting the need for continuous investment in advanced technologies and innovation to enhance the security and reliability of digital financial services. Strengthening digital security can foster greater customer confidence and consequently contribute to improved customer experience.
KEYWORDS
Digital transformation in banking sector plays a significant role in enhancing customer experience by using innovative digital technologies. Digital transformation has a positive impact on customer experience as it facilitates more personalized, convenient, efficient and convenient services which increases customers experience and leads to higher customer trust. The study indicates that digital transformation and customer experience has a partial relationship with customer trust. Digital transformation strengthens customer experience directly by building and enhancing customer trust. Digital transformation focuses at adoption of innovative technologies but it should also give greater emphasizes on transparency, privacy and security to customers finances. Overall, digital transformation positively influences customer experience when customer trust mediates.
1. Abdu, A. K., & Yimer, S. M. (2026). Mobile banking service quality and customer loyalty: Sequential mediation of customer trust and perceived risk through customer satisfaction: Evidence from Commercial Bank of Ethiopia in Afar Region. African Journal of Management and Business Research, 22(1), 384-404. https://doi.org/10.62154/ajmbr.2026.022.01029. 2. Surahman, S., Harahap, S., & Sholeh, M. (2026). Customer trust and the intention to use digital banking services in the era of transformation. Mandalika Journal of Business and Management Studies, 4(1), 229–237. https://journal.institutemandalika.com/index.php/mjbms 3. Prasetyo, A., Tedjakusuma, W., & Kulachai, W. (2026). From service to trust: Investigating the role of e-satisfaction in mediating customer service and efficiency on e-trust. International Journal for Quality Research, 20(1), 147–164. https://doi.org/10.24874/IJQR20.01-09. 4. Ramesh, V., & Padmaja, B. (2025). Digital transformation in banking: Enhancing customer experience through technology—An empirical study. EPRA International Journal of Multidisciplinary Research (IJMR), 11(4), 520–530. https://doi.org/10.36713/epra21149. 5. Wicaksana.R. L., & Kusumawardhani.A. (2025). Digital transformation in banking and the dynamics of customer trust in the new economy. Finance Innovations Digest, 3(2), 64–75. https://doi.org/10.54518/fid.3.2.2025.1341. 6. Wakhidah. R. R., Ashari.D. R. W. & Adifan.M. (2025). Digital transformation in banking and its impact on customer experience: A literature review on satisfaction and loyalty. ESPAS Journal of Economics and Banking, 2(1), 58–67. https://doi.org/10.28926/espas.v2i1.1824. 7. Chhetri, A. D., & Aryal, K. (2025). Effect of digital transformation in customers’ experience in banking. Jana Adarsha Research Journal, 2(1), 9–14. 8. Nalini.R and Yuvasri.S. (2024). A Study on the Impact of Digital Transformation in the Banking Sector on Customer’s Experience. International Journal of Innovative Research in Engineering and Management, 11(2), 40-44. 9. Hussein, A. S., Sumiati, S., Hapsari, R., & Abu Bakar, J. (2022). Bank 4.0 experiential quality and customer loyalty: A serial mediating role of customer trust and engagement. The TQM Journal, 1754-2731. https://doi.org/10.1108/TQM-11-2021-0344. 10. Pristiyono, P., Juliana, J., & Prayoga, Y. (2022). Digital transformation to build customer trust and competitive advantage in the banking industry. Jurnal Ilmiah Manajemen Kesatuan, 10(3), 547–554. https://doi.org/10.37641/jimkes.v10i3.1553.
Publication Date
9/28/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
Documents
Article Views
1
Total views since publication
PDF Downloads
9
Total downloads since publication
Geographic Reach
5
Digital Preservation: This article is permanently archived on Zenodo and complies with all data preservation standards across major indexing platforms.
Plagiarism Screening
This manuscript has been checked for plagiarism using TurnitinPlagiarismChecker software.
Conflict of Interest
The authors declare no conflict of interest related to this research work.
Funding Information
No funding information available for this research.
Related research in the same subject area
Loading similar articles...