The Impact of Digital Transformation on Banking Service Quality: An Empirical Study of Egyptian Bank Customers

The current study aimed to measure the impact of digital transformation on the quality of banking services: an applied study on Egyptian bank customers, and based on a simple random sample of eight private and public sector banks in Qena city. The study concluded that there is a strong correlation between digital transformation and the quality of banking services. It also concluded that there is an impact of the dimensions of digital transformation (digital technologies, human resources, digital financial services, digital transformation procedures) on the quality of banking services in Egyptian banks. There is an impact of digital technologies as one of the dimensions of digital transformation on the quality of banking services. There is an impact of human resources as one of the dimensions of digital transformation on the quality of banking services. There is an impact of financial services as one of the dimensions of digital transformation on the quality of banking services. There is an impact of digital transformation procedures as one of the dimensions of digital transformation on the quality of banking services.