Digital Transformation in Banking–How Do Customers Assess the Quality of Digital Banking Services?

The digital transformation is presenting financial institutions with a number of challenges, not only in terms of technology, but also in terms of delivering new, user-optimized services to customers. In order to provide the best possible touchpoints and access to services, banking institutions need to identify the wishes and needs of their customers. This paper deals with the results of an iterative research with German banks based on the five SERVQUAL model dimensions: tangibles, reliability, responsiveness, assurance and empathy. It presents the results of two quantitative surveys of bank customers in Southern Germany and provides recommendations for financial institutions for their future digital activities.