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Introduction:

In recent years, the banking industry has experienced a significant shift towards digitalization, with many traditional banks adopting online and mobile banking services to cater to the changing needs of their customers. This shift towards digital banking has not only revolutionized the way customers interact with their banks but has also had a profound impact on customer satisfaction levels. The convenience, accessibility, and efficiency of digital banking services have the potential to enhance customer experience and satisfaction, ultimately leading to increased customer loyalty and retention.

However, despite the growing importance of digital banking in today’s financial landscape, there is a gap in the existing literature regarding the specific impact of digital banking on customer satisfaction. Therefore, this study aims to explore and analyze the relationship between digital banking and customer satisfaction, with a focus on identifying the key factors that influence customer satisfaction in the context of digital banking.

Table of Contents:

Chapter 1: Introduction
1.1 Introduction
1.2 Background of Study
1.3 Problem Statement
1.4 Objective of Study
1.5 Limitation of Study
1.6 Scope of Study
1.7 Significance of Study
1.8 Structure of the Thesis
1.9 Definition of Terms

Chapter 2: Literature Review
2.1 Evolution of Digital Banking
2.2 Benefits of Digital Banking for Customers
2.3 Factors Influencing Customer Satisfaction in Digital Banking
2.4 Challenges of Digital Banking for Customer Satisfaction
2.5 Theoretical Frameworks in Digital Banking and Customer Satisfaction
2.6 Empirical Studies on Digital Banking and Customer Satisfaction
2.7 Gaps in the Literature
2.8 Summary of Literature Review

Chapter 3: Research Methodology
3.1 Research Design
3.2 Sampling Technique
3.3 Data Collection Methods
3.4 Data Analysis Techniques
3.5 Validity and Reliability
3.6 Ethical Considerations
3.7 Limitations of the Study
3.8 Summary of Research Methodology

Chapter 4: Discussion of Findings
4.1 Overview of the Study
4.2 Analysis of Data
4.3 Key Findings
4.4 Implications for Theory and Practice
4.5 Recommendations for Future Research
4.6 Summary of Findings

Chapter 5: Conclusion and Summary
5.1 Summary of Findings
5.2 Conclusion
5.3 Recommendations for Banks
5.4 Recommendations for Future Research
5.5 Implications for the Banking Industry
5.6 Contribution to Knowledge
5.7 Limitations of the Study
5.8 Conclusion

Thesis Overview:

The Impact of Digital Banking on Customer Satisfaction is a comprehensive study that seeks to explore and analyze the relationship between digital banking services and customer satisfaction levels. The study will begin with an introduction that provides an overview of the research topic, background, problem statement, objectives, limitations, scope, significance, and the structure of the thesis. This will be followed by a thorough literature review that covers the evolution of digital banking, benefits, factors influencing customer satisfaction, challenges, theoretical frameworks, empirical studies, and gaps in the literature.

The research methodology chapter will detail the research design, sampling technique, data collection methods, analysis techniques, validity, reliability, ethical considerations, limitations, and provide a summary. The discussion of findings chapter will present an overview of the study, data analysis, key findings, implications, recommendations for future research, and a summary of the findings. Finally, the conclusion and summary chapter will summarize the findings, draw conclusions, offer recommendations for banks and future research, discuss implications for the banking industry, highlight the contribution to knowledge, acknowledge limitations, and provide a comprehensive conclusion.

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