Influence of Affordability of Digital Banking on Customer Satisfaction: A Case of National Bank of Kenya Bungoma County

Abstract

This study purposed to investigate the influence of digital banking on customer satisfaction case of National Bank of Kenya Bungoma County. The specific objective being to establish how affordability of digital banking influences Customer Satisfaction case of National Bank of Kenya, Bungoma County. The comprised of a sample size of 417. Descriptive survey design was undertaken. Data was collected using a triangulation of methods including questionnaires, interview schedules and document reviews. There was a relationship between affordability and customer satisfaction with a chi square value of, χ2 (3, N=350) =229, P=0.000. The study recommends that there is need by banks come up with an application that can be used to enhance digital banking, facilitation of ICT skills so that technology can be embraced.