Abstract

Objectives: The study aimed to analyze the impact of digital service quality on customer satisfaction in Saudi banks, focusing on elements such as ease of use, security, speed, and variety of options. Methods: The study adopted a quantitative methodology using surveys distributed to a sample of 100 clients from various Saudi banks. Data were analyzed through statistical tools to explore the relationship between digital payment quality and customer satisfaction. Results: The findings revealed a strong positive relationship between digital payments and customer satisfaction, with clients indicating that the ease, security, and speed of these services increased their overall satisfaction with banking services. The study showed that improving digital payment services in terms of ease of use, security, and diversity of options significantly contributes to enhancing customer satisfaction and loyalty. Conclusions: The study concluded that improving the quality of digital payment services in Saudi banks is key to increasing customer satisfaction. It recommends enhancing security through stronger encryption and building customer trust, simplifying user interfaces, expanding available digital options, and supporting Saudi Vision 2030 by expanding digital payment infrastructure in rural areas.