Digital Banking and Customer satisfaction: Empirical evidence from Bamenda-Cameroon

Abstract

This research project in Bamenda, Cameroon aims to find out how happy customers are with their digital
banking experience. Customers are increasingly turning to digital banking services, therefore it's crucial to
know how this shift impacts their overall happiness. The research is quantitative in nature, and it gathers its
data from 254 people in Bamenda, Cameroon, who are clients of several banks. Data was analysed using
descriptive statistics and regression analysis. The questionnaire covers topics including digital banking and
consumer satisfaction. Results from OLS revealed that use of ATM cards had a significant positive effect on
consumer satisfaction, digital banking also has a positive on the consumer satisfaction and internet banking
has a significant negative effect on consumer satisfaction. The research sheds light on the elements that
impact customer happiness within the framework of digital banking services and offers empirical data about
the link between digital banking and customer satisfaction in Bamenda, Cameroon.