Determinants of Customer Satisfaction in Digital Banking: Case Study in Battambang

Sreyka Pich, Sophalai Chea, Vicheka Chhoeurm, Morin Tieng and Rany Sam
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Sreyka Pich: Faculty of Business Administration and Tourism, National University of Battambang, Cambodia, National University of Battambang, Battambang City, Cambodia
Sophalai Chea: Faculty of Business Administration and Tourism, National University of Battambang, Cambodia, National University of Battambang, Battambang City, Cambodia
Vicheka Chhoeurm: National University of Battambang, Battambang City, Cambodia
Morin Tieng: Faculty of Business Administration and Tourism, National University of Battambang, Cambodia, National University of Battambang, Battambang City, Cambodia
Rany Sam: Faculty of Business Administration and Tourism, National University of Battambang, Cambodia, National University of Battambang, Battambang City, Cambodia

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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

Keywords: system quality; perceived usefulness; service quality; customer satisfaction; digital banking (search for similar items in EconPapers)
Date: 2026-09-25
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Published in European Journal of Management, Economics and Business, 2026, 3 (5), pp.48-64. ⟨10.59324/ejmeb.2026.3(5).05⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05765323

DOI: 10.59324/ejmeb.2026.3(5).05

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