Quantitative analysis reveals customer satisfaction and digital services positively influence financial performance, suggesting the need for improved digital literacy.
Key Points
Customer satisfaction significantly enhances financial performance, while digital services also contribute positively.
The interaction between customer satisfaction and digital services fails to demonstrate a meaningful moderating effect on financial outcomes.
Analysis employed Partial Least Squares–Structural Equation Modeling (PLS-SEM) using SmartPLS 4 software to evaluate data.
Findings indicate a pressing need for improved digital literacy and access to maximize the benefits of digital services for all customers.