The research examines digital transformation impact on customer satisfaction and competitiveness in financial institutions, indicating necessary regulatory frameworks.
Key Points
Digital transformation significantly impacts customer satisfaction and competitive advantage in financial institutions.
Correlation analysis showed a moderate relation (r=0.232, p=0.001) between digital trends and competitive advantage.
Employing descriptive research, data was compiled from 39 banks in Kenya using questionnaires and interviews for analysis.
Study emphasizes the need for regulatory support and continuous innovation to enhance the financial sector's digital strategies.