Banking Customers Perception of Digital Banking Efficiency and Digital Transformation Programme Adopted by Banks

This paper study the holistic impact of Digital Transformation on the efficiency of Banks and understand from the perspective of consumers if they are satisfied with efforts of banks digitalizing their services. This study uses a set of questionnaire data collected from a set of 101 respondents and reveals that majority of participants are existing users of digital banking services. While most participant felt that digital banking services are much more efficient than traditional banking services, The study finding, most participants felt most banking digital transformation programs failed due to banks failing to understand real customer needs but instead focusing their attention of their digital transformation program on the application of new technologies.