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

Author

Listed:
  • 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)

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

Suggested Citation

  • Sreyka Pich & Sophalai Chea & Vicheka Chhoeurm & Morin Tieng & Rany Sam, 2026. "Determinants of Customer Satisfaction in Digital Banking: Case Study in Battambang," Post-Print hal-05765323, HAL.
    • Handle: RePEc:hal:journl:hal-05765323
    DOI: 10.59324/ejmeb.2026.3(5).05
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