1. Lincoln University College, Lincoln University College (LUC), Malaysia; niraj.shukla@licnepal.edu.np

* Correspondence: niraj.shukla@licnepal.edu.np

Keywords: digital banking, digital transformation, Nepal

1. INTRODUCTION

Along with the invention and development of information technology (IT) in the global context, there is an inevitable change in the modern economy. The growth in IT sector has changed the way individual and organization interacts with the external environment. It has changed various sectors such as finance, marketing and operations operating in world and thus results in improved productivity and organizational performance as well. The advancement in IT sector has also seen tremendous growth in the service sector in the recent past. The most obvious example is the banking industry; where through the introduction of IT related products is internet banking, digital payments, security investments, information exchanges. Banks now can provide more diverse services to customers with less manpower. Seeing this pattern of growth, it seems obvious that IT can bring about equivalent contribution to profits. This explosion of technology is changing the banking industry from paper and branch banks to digitized and networked banking services. It has already changed the internal accounting and management systems of banks. It is now fundamentally changing the payment systems of banks i.e. from Cash economy to Cashless economy for the convenience of the customers. The introduction of the most recent digital developments in the banking industry in Nepal implies that retail banks’ role in the financial sector has changed [1]. Recent innovations in digital technology have resulted in increased competition from innovative firms, but it has also sparked a change in consumer preferences and demands that have altered the relationship between the consumers and the retail banks. As a result, consumers are today more willing to conduct their bank errands through digital platforms [2]. Fintech and Digital Banking is that critical factors which marked the growth of modern civilization, aims is to operate for the benefit of all the Member banks and the Customers that has substantially over taken the earliest prevailing physical cash transactions. Financial Technology and Digital Banking is an expansion over conventional banking system because it has reduced the cost of transaction processing and thereby improving the payment efficiency and also improving the banker-customer relationship. It plays a vital role in providing satisfaction for the customers as well as employee of the bank. Financial Technology and Digital Banking includes various types of digital payment methods. Some of them are cards payment, internet payment, Mobile payment, Digital wallet payment, Financial Services Kiosks, Biometric Payment, person-to-person payment and Bit coin payment [3]. Nepal Rastra Bank (NRB) is a regulatory authority in the financial system of Nepal, as empowered by Nepal Rastra Bank, Act 2002, has been entrusted one of the major functions to accomplish is “establish a secured, healthy and efficient payment system in Nepal.” In this context, NRB has a statutory responsibility for the Financial Technology and Digital Banking systems in Nepal. In the global context, central banks have genuine concern and control in the safety and efficiency of Financial Technology and Digital Banking systems to ensure public confidence. In regard to modernization of payment system, NRB will envision towards minimization of cash transactions moving forward with digital payment system. For fostering digital payment services NRB will promote and enhance various payment instruments such as Cards (Debit Cards, Credit Cards, and Prepaid Cards), Mobile Banking, Digital wallet payment, Internet Banking and Digital payment systems etc. Accordingly, from bank’s side, Financial Technology and Digital Banking system has direct influence in the performance of the bank. It has changed the cash economy to cashless economy which brings automation in the banking transactions. Today’s banks and financial institutions have moved to Financial Technology and Digital Banking in their efforts to cut the costs while maintaining reliable customer services [4]. Financial Technology and Digital Banking which consists of uses of different technologies such as Automated Teller Machine (ATM), Point of Sales (PoS) Telephone Banking (TelFinancial Technology and Digital Banking), Internet Banking, Mobile Banking etc. have created new ways of handling banking transactions and are also important for the banks in order to have the long term survival [5]. Traditional method of banking is limited by the time, space and resources but through Financial Technology and Digital Banking, banking services can get access to bank services twenty-four hours a day and seven days a week [6]. Services like balance inquiry, account information, fund transfer, paying bills digitalally, applying for a loan etc. are offered through Financial Technology and Digital Banking [7].

2. LITERATURE REVIEW

FinTech, popularly known as the short form of Financial Technology is an explanation term for the process by which a customer performs banking transactions digitally and having technology involved, without visiting the physical premises of the financial institutions. In a simple term, FinTech and Digital Banking is the use of information technology to conduct the banking services that allows a customer the convenience of getting connected to the banking system through the internet, from anywhere at any time [8]. The transactions in Financial Technology and Digital Banking are instantaneous and the users are alerted immediately. Financial Technology and Digital Banking means a system through which financial service providers, customers, individuals and businesses are able to access their accounts, do transactions and obtain latest information on financial products and services from public or private networks, such as the internet [9]. For example, using intelligent devices such as personal computer, automated teller machines (ATMs) and personal digital assistant (PDA), customers access Financial Technology and Digital Banking services and do their transactions with less effort as compared to the branch-based banking.  The introduction of Digital banking has changed manual and traditional forms of doing business and is being replaced by the sophisticated technology that is based on automation and interconnection of computers and other digital devices. For instance, ledger books, paper invoice, printed materials and business trips are being replaced with online billing and payments, elaborate website with product information and real-time teleconferencing across continents and time zones [10]. Financial Technology and Digital Banking is widely used in, among other places, the Nordic countries. Financial Technology and Digital Banking was used by more than 25% of the population in Norway, Sweden, and Finland, and by 15% of the population in Denmark [11]. Financial Technology and Digital Banking usage in Denmark had grown to 45% [12]. A study found that with rigid controls giving way to deregulation, banks are gearing up their communications infrastructure to obtain a competitive edge from Financial Technology and Digital Banking, becoming a reality in India [13]. It is also found that Financial Technology and Digital Banking is fast becoming a strategic necessity for most commercial banks, as competition increases from private banks and NBFIs. The banking industry has been taken the leading position in E-business world for years [14]. Financial Technology and Digital Banking has fundamentally changed the business of banking by scaling borders and bringing new opportunities. In simple words, Financial Technology and Digital Banking implies provision of banking products and services through digital distribution channels [15]. Digital banking has been considered sometimes in the form of Automatic Teller Machines (ATMs) and telephone transactions. Recently, it has been transformed by internet. The new delivery channel facilitates banking transactions for both banks and customers. The internet offers faster access to the bank services for customers that is more suitable and available around the clock irrespective of the customer’s location [16].  A digital wallet (or e-wallet) is a software-based system that securely stores users’ payment information and passwords for numerous payment methods and websites. By using a digital wallet, users can complete purchases easily and quickly with near-field communications technology. They can also create stronger passwords without worrying about whether they will be able to remember them later. Digital wallets can be used in conjunction with mobile payment systems, which allow customers to pay for purchases with their smartphones. A digital wallet can also be used to store loyalty card information and digital coupons. While a handful of top digital wallet companies in Nepal included eSewa, MORU, Khalti, CellPay, etc. The top 3 leading E-Wallets are those of eSewa, Khalti and IME Pay [17]. As one example, Wallet service allows its users to “store” cash on their phones. Customers can spend this cash both in-store, as well as online at businesses that accept payments. Those who buy the goods or services provided by companies are customers. In other words, a customer is a stakeholder of an organization who provides payment in exchange for the offer provided to him by the organization with the aim of fulfilling a need and to maximize satisfaction [18]. Sometimes the term customer and consumer are confusing. A customer can be a consumer, but a consumer may not necessarily be a customer. Another author explained this difference. I.e. a customer is the person who does the buying of the products and the consumer is the person who ultimately consumes the product [19]. It proposed that customers’ intentions to use internet banking can be affected by customers’ attitudes toward using internet banking. When customers have positive attitudes, they are more likely to adopt internet banking and vice versa [20]. A study mentioned that while the industry has moved instantly to deploy and offer new banking services via e-channels for customers and in consequence the Financial Technology and Digital Banking services have boomed promptly. Today, several financial institutions are endeavoring to emphasize customer–oriented services. For this sake, it is crucial to implement new banking services in order to develop and keep better relationships with customers [21]. Rationale for ‘banks’ to provide Internet banking services that internet banking helps banks in cost saving, increase customer base, enable mass customization for e-Business services, extend marketing and communication channel, search for new innovation services, and explore and development of non-core business [22]. Customers’ attitudes are significant factor affecting customer behaviors in accepting or rejecting technology. It was found that the relationship between attitude towards using and usage was significant [23]. Customers’ attitudes are a significant factor affecting customer behaviors in accepting or rejecting technology. Satisfaction is the act of fulfilling a need, desire, or appetite, or the feeling gained from such fulfillment. Satisfaction is the pleasurable feeling resulted from comparing a product perceived performance to expectation. If the product delivers value to customer, customers are satisfied. Satisfaction can be in term of pleasure, fulfillment, feel good, relief, containment etc [24].

Figure 01: The consumer behavior tree (Saleem & Kashif, 2011)

3. MATERIALS & METHODS

This is a survey research which helps to examine the influence of Financial Technology and Digital Banking practices and customer satisfaction towards it. The study is to be conducted to obtain data on adoption of digital payment system in Nepal. The study has been conducted in semi urban and rural areas in Nepal. A sample size of N=200 selected using the convenience sampling. Structured questionnaires will be used for collecting primary data. The responses from the respondents analyzed using the simple percentage analysis and Chi square test. Convenience sampling was used in this study to track the respondents for the study. With this sampling technique, subjects are selected because of their convenient accessibility and proximity to the researcher. Convenience sampling was appropriate for this research because of its advantages like availability and the quickness with which data can be gathered. The findings of this research were based on the primary sources. The data was collected by formulating a set of questionnaire and then the questionnaire was distributed to the customers of the bank. So, the findings have been totally based on the data and facts provided by the sampled respondent. Statistical Package for Social Science (SPSS) software and Microsoft Excel were mainly used to analyze and interpret the quantitative data. This software is commonly used by the researchers and easily available in business settings. Descriptive statistics was used for the calculation of mean, and standard deviation based on the collected information. Correlation analysis, and hypothesis testing were carried out in the process of this research.

4. RESULTS AND DISCUSSIONS

4.1 Demography of respondents   

After distributing the questionnaire, 101 men, 98 women, and one individual responded. Thus, the present percentage of male responders is large, indicating that guys are more interested in Financial Technology and Digital Banking than females and others. At least 49 responses were under 18, 76 were under 23, 41 were under 28, 22 were under 33-37, 8 were under 38-42, and 4 were over 43. Out of total respondents, 24.50% are 18-22 years old, 38% are 23-27 years old, 20.50% are 28-32 years old, 11% are 33-37 years old, 4% are 38-42 years old, and 2% are 43 and beyond. Many responders were 23–27 years old, indicating their preference for Financial Technology and Digital Banking. The results also show that 7% of respondents, or 14 respondents, were in school, 12.5% were in intermediate, 47.5% were in bachelor, 27% were in masters, and 6% were others. This reveals that most Financial Technology and Digital Banking users have Bachelor degrees. From 200 responders, 28% were employees and 24.5 were businesspeople. 39.5 % were students, 8% others. Results show that 52 respondents use ATMs, 21 use Internet Banking, 111 use Mobile Banking, and 4.5 use others. It shows that 5 % of respondents (10 respondents) do not use Financial Technology and Digital Banking each month, whereas 26.5 % (53 respondents) use 1-3 times per month. 27.5% (55 respondents) use 3-8 times per month, 17% (34 respondents) use 8-12 times, and 24% (48 respondents) use Financial Technology and Digital Banking over 12 times each month. The questionnaire asks respondents how long they’ve used Financial Technology and Digital Banking services. 6.5 percent, or 13 respondents, haven’t used them yet, while 12%, or 24 respondents, have used them for 0-1 years. 25.5% (51 respondents) have used Financial Technology and Digital Banking services for 1-2 years, 23.5% (47 respondents) for 2-3 years, 10% (20 respondents) for 3-4 years, and 22.5% (45 respondents) for 4 years or more.

Table 01: Distribution of Respondents Based on Gender

Gender	Frequency	Percentage %
Male	101	50.5
Female	98	49
Others	1	0.5
Total	200	100

Table 02: Distribution of Respondents based on Educational Qualification

Education	Frequency	Percentage %
School	14	7
Intermediate	25	12.5
Bachelor	95	47.5
Master Degree	54	27
Others	12	6
Total	200	100

Table 03: Distribution of Respondents based on Profession

Profession	Frequency	Percentage %
Employee	56	28
Business	49	24.5
Student	79	39.5
Others	16	8
Total	200	100

Table 04: Distribution of Respondents based on use of Financial Technology and Digital Banking.

Financial Technology and Digital Banking Services	Frequency	Percentage %
ATM	52	26
Transaction by Internet	21	10.5
Mobile Banking	111	55.5
Others	16	8
Total	200	100

Figure 02: Distribution of Respondents based on duration of using Financial Technology and Digital Banking Correlations Analysis

In general, correlation tends to be used when there is no identical response variable. It measures the strength (qualitatively) and direction of the linear relationship between two or more variables. The Pearson correlation coefficient measures the strength of linear association between two variables. Correlation analysis in this research has been used to describe the degree to which one variable is linearly related to another. Values of the correlation coefficient are always between -1 and +1. A correlation coefficient of +1 indicates that two variables are perfectly related in a positive linear sense; a correlation coefficient of -1 indicates that two variables are perfectly related in a negative linear sense, and a correlation coefficient of 0 indicates that there is no linear relationship between the two variables.

Table 05: Correlation Analysis

	Convenience	Transactional Efficiency	Cost	Security	Customer Satisfaction
Convenience	1
Transactional	.689**	1
Efficiency
Cost	.457**	.685**	1
Security	.533**	.645**	.597**	1
Customer	.512**	.543**	.589**	.559**	1
Satisfaction

** Correlation is significant at the 0.01 level (2-tailed). Source: Researcher’s survey.

4.2 Relationship between Convenience and Customer Satisfaction

	Convenience		Customer Satisfaction
Convenience		1
Customer Satisfaction	.512**		1
** Correlation is significant at the		0.01 level (2-tailed).

The Pearson Correlation coefficient between the independent variable conveniences of Financial Technology and Digital Banking service attributes and dependent variable Customer Satisfaction is 0.512, which implies that the two variables are positively correlated. The positive coefficient of correlation is 0.512 at 1 percent significant level.

4.3 Relationship between Transactional Efficiency and Customer Satisfaction

	Transactional Efficiency	Customer Satisfaction
Transactional Efficiency		1
Customer Satisfaction	.543**	1

** Correlation is significant at the 0.01 level (2-tailed).

The Pearson Correlation coefficient between the independent variable transactional efficiency of Financial Technology and Digital Banking service and dependent variable Customer Satisfaction is 0.543, which implies that the two variables are positively correlated. The positive coefficient of correlation is 0.543 at 1 percent significant level.

4.4 Relationship between Cost and Customer Satisfaction

	Cost	Customer Satisfaction
Cost	1
Customer Satisfaction	.589**	1

** Correlation is significant at the 0.01 level (2-tailed).

The Pearson Correlation coefficient between the independent variable cost of Financial Technology and Digital Banking service and dependent variable Customer Satisfaction is 0.589, which implies that the two variables are positively correlated. The positive coefficient of correlation is 0.589 at 1percent significant level.

4.5 Relationship between Security and Customer Satisfaction

	Cost	Customer Satisfaction
Cost		1
Customer Satisfaction	.589**	1

** Correlation is significant at the 0.01 level (2-tailed).

The Pearson Correlation coefficient between the independent variable security of Financial Technology and Digital Banking service and dependent variable Customer Satisfaction is 0.559, which implies that the two variables are positively correlated. The positive coefficient of correlation is 0.559 at 1percent significant level. Hence, the correlation coefficient of all the variables in the table indicates that the strength of association between the variables is perfectly correlated and also the correlation coefficient is significantly different at the 0.01 level of significance.

4.6 Coefficient Analysis

Table 06: Coefficient Analysis

		Unstandardized Coefficients			Standardized
Model					Coefficients	T	Sig.
		B	Std. Error		Beta
	(Constant)	3.195		1.161		2.752	0.006
	Convenience	0.161		0.051	0.233	3.132	0.002
	Transactional	–				–
	Efficiency	0.002		0.064	-0.003	0.032	0.974
	Cost Measurement	0.261		0.057	0.347	4.56	0
	Security Measurement	0.189		0.06	0.229	3.123	0.002

1. Dependent Variable: satisfaction

From the table of coefficients, the value of beta of convenience measurement, transaction efficiency, cost measurement, security measurement, can be seen as 0.233,-0.003, 0.347 and 0.229 respectively. Here it can be stated that cost and security with beta 0.347 and 0.229 has the highest influence on dependent variable i.e. Customer satisfaction. In the table the beta coefficient for convenience, cost, and security is positive with customer satisfaction in commercial bank. It indicates that increase in convenience, cost and security leads to increase in customer satisfaction. Likewise, the beta coefficient for transactional efficiency is negative with customer satisfaction. It indicates that better transactional efficiency leads to decrease in customer satisfaction.

4.7 Discussion

A conceptual overview was conducted, during which the topics of Financial Technology and Digital Banking, as well as its advantages and disadvantages in Nepal, and customer satisfaction models, were discussed. Research on digital banking and financial technology has been reviewed and discussed during the course of this project [23]. In the course of the literature review, the features of convenience, transactional efficiency, cost, and security were recognized as being among the most important aspects of digital banking and financial technology services [24]. Because of the widespread belief that the services offered by internet banks are superior to those offered by traditional banks, internet banks are gaining more and more popularity. It is the financial channel that is experiencing the most rapid expansion in both the business and retail sectors that is the Internet. Using Internet banking services performed an investigation to determine the most influential factor [25]. The information that was needed for the research was gathered by means of a survey instrument that was given to 384 respondents who visited various banking institutions located across the nine districts that make up. After that, a theoretical model was developed out of the mandated variables and the relationships that were considered to exist between them [26]. A study of the literature resulted in hypotheses. The primary purpose of this study is to investigate the ways in which characteristics of customer satisfaction are affected by Financial Technology and Digital Banking service aspects. Additionally, the purpose of the study was to determine the primary elements that influence customer happiness with regard to the quality of service provided by Financial Technology and Digital Banking, as well as to investigate the ways in which the service quality dimensions influence customer satisfaction [27]. Two hundred individuals from a variety of backgrounds participated in this study.  Increasing the level of expertise of their customers and lowering the expenses connected with delivering services are two of the ways in which the Internet banking system helps financial institutions achieve superiority over their competitors. During the first stage of the descriptive analysis, the average value and standard deviation of each variable for each hypothesis were determined [28]. A Likert scale of seven points, ranging from “Strongly Disagree” to “Strongly Agree,” was utilized by the participants. During the process of organizing and analyzing the responses, Microsoft Excel and SPSS were utilized. Completion and delivery of the descriptive statistics study have been accomplished. According to the findings of descriptive statistics for both the dependent and independent variables [29]. A calculation of the mean and standard deviation is performed as part of the analysis of descriptive findings. The fact that the mean of each independent variable was more than four indicates that all of the respondents advocated for the provision of services related to financial technology and digital banking. By using inferential analysis, it is possible to generalize the findings of sample observations to the entire population [30]. A study with the purpose of providing a comprehensive understanding of how customers relate to online banking, 25 interviews were conducted as the primary technique of data collection, and the qualitative research design was the primary emphasis of the investigation. Bill payment and money transfer are the functions that are utilized the most frequently by internet banking customers in the United Kingdom [31]. The most important factor that contributes to the popularity of internet banking in the United Kingdom is the higher level of security that it provides. It is possible for financial institutions and banks to assist customers by developing secure procedures for Internet banking systems in order to earn their trust. For users to have an easier time communicating with individuals who have a history of problem-solving and adopting good customer attitudes, the online service channel needs to be properly integrated with other forms of media [32]. The perceptions of consumers in Malaysia on the use of internet banking were investigated [33], those who were employed by individuals aged 20 and older in Penang, Malaysia, and who held a bachelor’s degree or higher were the individuals who provided the information that was collected. Over the course of one month, the sample was collected. The questionnaires were sent out to the working population without the assistance of any other interested parties based on the findings of the prior research. This inquiry was based on a five-point scale, with strongly disapproving being the lowest possible score and strongly agreeing being the highest possible score. The findings demonstrated that consumers’ perceptions regarding internet banking were positively influenced by factors such as access, internet performance, security, and privacy [34].  There is a full correlation between each independent variable and the dependent variables, which indicates that they experience an upward trend together. At a significance level of 1%, the model is considered to be linearly significant because every independent variable has a positive correlation with the dependent variable. All of the constructs have Cronbach alphas that are higher than tolerable. The test of the hypothesis reveals that the level of consumer pleasure is increased by convenience, cost, and security, while the level of transactional efficiency decreases levels of happiness [35].

5. CONCLUSION

The research helps uncover Financial Technology and Digital Banking service factors that affect customer satisfaction. This research also helps determine how such traits affect consumer satisfaction. This research also examines how Financial Technology and Digital Banking service quality affect consumer satisfaction. Financial Technology and Digital Banking automate the direct distribution of new and old banking products and services to customers via digital channels. Financial Technology and Digital Banking uses industry-approved security methods to protect consumer data. Nepalese banks are also slowly realising the value of digital banking and using it as a new channel. Debit/credit cards, ABBS, internet, SMS, and PC banking are new tech-savvy banking services. The major goal of this study is to analyse client attitudes regarding Financial Technology and Digital Banking. The literature focuses on customer satisfaction theories and factors. After a comprehensive literature analysis, a survey is undertaken to establish customer priorities and satisfaction levels. The results showed that e-baking service providers might use these criteria to boost consumer satisfaction. The research findings enable banks rewrite/reconsider their managerial methods to improve performance, increase customer happiness, and stand out in a competitive business. To survive in the very competitive business environment, banks should re-evaluate all four elements that greatly impact customer satisfaction and adjust their tactics. The variables represent customer feedback for Financial Technology and Digital Banking, what they feel and require. This study helps evaluate and improve performance.

6. RECOMMENDATIONS

Based on the above findings and conclusions, some recommendations can be made to help concerned authorities, future researchers, academicians, and bankers understand current conditions on these themes. This research should help them better the current situation and do more research. The study’s main recommendations are:

1. The sample size is minimal because this is scholarly research. For professional research, increase sample size to reduce error and make results more widespread.
2. The sample was limited to Kathmandu, Butwal, Bhairahawa, and Pokhara residents, not considering other geographic areas. This emphasises the need to expand this research to a wider and more diverse customer sample.
3. Many consumers dread disclosure of their sensitive data and the unknown. People and technology are young in Nepal. Thus, implementing the Financial Technology and Digital Banking system awareness programme and advertising it to boost client confidence is crucial.
4. The survey indicates that Financial Technology and Digital Banking services now prioritise cost reduction. New technologies must be affordable for customers to adopt them. Otherwise, the new technology may not be accepted.
5. To promote development in Nepal, the government should invest in Information Technology infrastructure. Government training programmes should also teach Financial Technology and Digital Banking’s benefits. This would encourage clients to use Ecommerce technologies like the Internet.
6. Users of Financial Technology and Digital Banking should consider to protect your account, avoid sharing cards and account numbers, update antivirus software, avoid public computers for e-transactions, use passwords, and periodically check account status.
7. Regular maintenance and internet connection are essential for simple access to Financial Technology and Digital Banking activities.
8. Security is the top priority in Financial Technology and Digital Banking. Customers must be protected from fraud and privacy. Internet service providers should take all precautions to prevent data manipulation. According to the results, most clients want faster and more convenient services. It’s crucial to consider customer demand.

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