The Impact of Internet and Mobile Banking on Customer Satisfaction in Afghanistan's Commercial Banks
Bibliographic Data
| ID | 22200257 |
|---|---|
| Authors | Mohammad Yusuf Saleh (0009-0007-9147-2386, Kabul University), Najibullah Arshad (Kabul University), Muhammad Ismail Basharmal (0009-0003-2003-825X, Kabul University), Hamdullah Azimi (0000-0002-0237-6349, Kabul University) |
| Year | 2025 |
| Volume | 5 |
| Issue | 2 |
| Pages | 146-154 |
| Publication date | 2025-03-31 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Integrated Journal for Research in Arts and Humanities (JOURNAL) |
| Journal identifiers | ISSN: 2583-1712 • E-ISSN: 2583-1712 |
| Publisher | Stallion Publication (PUBLISHER) |
| DOI | 10.55544/ijrah.5.2.19 |
| OpenAlex | W4409325431 |
| Language | EN |
| Citations received | 1 |
| References cited | 16 |
This study examines the impact of Internet and Mobile banking on customer satisfaction in Afghanistan’s commercial banks. With the increasing adoption of digital financial services, understanding how factors such as convenience, security, accessibility, and service quality influence customer experience is essential. Using a quantitative research approach, this study collected survey data from customers of Afghanistan International Bank, Azizi Bank, and the Islamic Bank of Afghanistan. Findings reveal that Internet and Mobile banking significantly enhance customer satisfaction by offering seamless transactions, increased accessibility, and reduced reliance on physical banking. However, security concerns and limited digital literacy in rural areas pose challenges to widespread adoption. The study highlights the need for improved digital banking infrastructure and stronger security measures to build customer trust. Based on these insights, policy recommendations are provided to enhance the efficiency, reliability, and security of digital banking services in Afghanistan’s commercial banking sector
Advertising · Business · Customer satisfaction · Mobile banking · Mobile internet · The Internet · World Wide Web · Computer Science · Customer Service Quality and Loyalty · Organizational Leadership and Management Strategies · Technology Adoption and User Behaviour · Marketing
| Citations per year | 1 |
|---|---|
| Citation span | 2026 - 2026 (1) |
| Highly cited | No |