BANKING CUSTOMER BEHAVIOR AND BANKING SECTOR PERFORMANCE: THE ROLE OF THE DIGITAL INFRASTRUCTURE

Abstract

Banks are a fundamental component of the financial system, as they are essential to economic growth. However, the significance of the banking sector in economic development is contingent upon the bank’s performance and the client services it provides. In addition, the banking industry is transitioning from traditional to digital banking, where bank management is attempting to offer creative and distinctive services to improve performance. Prior study has been restricted to the individual and technological elements that influence the performance of banks, particularly digital financial institutions. In addition, no research investigates the impact of individual and behavioral characteristics on the performance of Saudi Arabian banks. This study’s objective is to analyze the impact of perceived utility, perceived security, simplicity of use, banks’ digital skills, and digital banking innovation on the performance of digital banks. Customers and workers using the bank’s digital and employee services were sampled using a convenience sampling method. SPSS version 22 was used to analyze the data, and the regression analysis demonstrated that perceived utility, perceived security, ease of use, bank’s digital skills, and digital banking innovation positively
influence the performance of digital banks. Digital banking innovation and the bank’s digital competencies impact bank performance among all criteria. This study’s findings will assist banking professionals, policymakers, and researchers in better comprehending the roles of these components.