A methodological framework for assessing customer satisfaction with digital banking innovations

Shirinova , Shokhsanam

Pioneering Studies and Theories · 2025-yil

Annotatsiya

Digital banking innovations have soared in the last few years, bringing a wave of transformation to the financial services industry. Customer satisfaction can prove to be a key to long term success. Nonetheless, the established approaches for measuring customer satisfaction are primarily based on traditional service quality concepts and do not appropriately accommodate the specific characteristics associated with digital banking experiences. They allow to existing both customer satisfaction measurement models and the evaluation of innovations. Based on existing theories like SERVQUAL and Technology Acceptance Model (TAM), the proposed framework combines survey-based measures, behavioral data analytics, sentiment analysis, and econometric modeling.

Maqola ma’lumotlari
MualliflarShirinova , Shokhsanam
JurnalPioneering Studies and Theories
NashriyotХалқаро Нордик университети
ISSN3060-5105, 3060-5105
Nashr sanasi2025-03-18
Jild1
Son4
Betlar77-83
TilIngliz
Ilmiy sohaIqtisodiyot
DOI10.5281/zenodo.15046908
Indeksga qo‘shilgan2026-08-26

DOI: 10.5281/zenodo.15046908 · Maqolaning asl sahifasi

Kalit so‘zlar

digital banking, customer satisfaction, methodological framework, service quality, econometric modeling, fintech innovation

Ilmiy soha

Iqtisodiyot

Iqtibos keltirish

APAShirinova , Shokhsanam (2025). A METHODOLOGICAL FRAMEWORK FOR ASSESSING CUSTOMER SATISFACTION WITH DIGITAL BANKING INNOVATIONS. Pioneering Studies and Theories, 1(4), 77-83. https://doi.org/10.5281/zenodo.15046908
GOST (OAK)Shirinova , Shokhsanam A METHODOLOGICAL FRAMEWORK FOR ASSESSING CUSTOMER SATISFACTION WITH DIGITAL BANKING INNOVATIONS // Pioneering Studies and Theories. – 2025. – T. 1, № 4. – P. 77-83. – DOI: 10.5281/zenodo.15046908.
MLAShirinova , Shokhsanam. “A METHODOLOGICAL FRAMEWORK FOR ASSESSING CUSTOMER SATISFACTION WITH DIGITAL BANKING INNOVATIONS.” Pioneering Studies and Theories, 1(4), 77-83, 2025. https://doi.org/10.5281/zenodo.15046908
ChicagoShirinova , Shokhsanam. “A METHODOLOGICAL FRAMEWORK FOR ASSESSING CUSTOMER SATISFACTION WITH DIGITAL BANKING INNOVATIONS.” Pioneering Studies and Theories, 1(4), 77-83 (2025). https://doi.org/10.5281/zenodo.15046908
HarvardShirinova , Shokhsanam (2025) ‘A METHODOLOGICAL FRAMEWORK FOR ASSESSING CUSTOMER SATISFACTION WITH DIGITAL BANKING INNOVATIONS’, Pioneering Studies and Theories, 1(4), 77-83. https://doi.org/10.5281/zenodo.15046908
BibTeX
@article{shirinovashokhsanam2025,
  title = {A METHODOLOGICAL FRAMEWORK FOR ASSESSING CUSTOMER SATISFACTION WITH DIGITAL BANKING INNOVATIONS},
  author = {Shirinova , Shokhsanam},
  journal = {Pioneering Studies and Theories},
  year = {2025},
  volume = {1},
  number = {4},
  pages = {77-83},
  doi = {10.5281/zenodo.15046908},
  url = {https://doi.org/10.5281/zenodo.15046908}
}

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