Evaluating the Moderating Role of Demographic Factors on Service Quality and Customer Satisfaction in Digital and Conventional Banking

Abstract

This study investigates the impact of service quality on customer satisfaction in both digital and conventional banking sectors, emphasizing the moderating effects of demographic variables such as age, gender, education, income, and region. With rapid digital transformation and evolving consumer expectations, service quality remains a key differentiator in banking. The research explores whether demographic differences significantly alter the relationship between perceived service quality and customer satisfaction across banking channels. Findings are expected to provide valuable insights for policymakers, banks, and practitioners to design inclusive service strategies that enhance satisfaction and loyalty among diverse customer groups.