Purpose The purpose of this paper is to examine customers’ perceptions of digital banking (DB), customer experience, satisfaction, loyalty and financial performance (FP) in UK banks. Design/methodology/approach The research consists of a survey of UK bank customers’ perceptions of the above themes; use of banks’ financial reports to obtain FP ratios; multivariate factor analysis; structural equation modelling; and analysis of variance tests to explore research hypotheses on the relationships among the study factors. Findings The main factors which determine customer experience in DB are service quality, functional quality, perceived value (PV), employee-customer engagement, perceived usability and perceived risk. There is a significant relationship among customer experience, satisfaction and loyalty, which is related to FP. Research limitations/implications This study concentrates on UK bank customers which limits its generalisability to other banks globally. However, the fact that banks typically adopt common standards in bank financial management implies that the findings are potentially robust for global bank management. Replicating the study in banks in other countries will further enhance this robustness. Practical implications Some significant effects of customer characteristics on the study factors were observed, which have useful implications for DB, bank marketing services and bank FP. Originality/value Unlike previous studies, this study uses both Net Promoter Score and financial ratios as dependent variables, to provide a combined study of the relationships among 14 study factors, with implications for bank marketing and FP.

Purpose -The study examines managers' perceptions of digital banking's effect on customer experience and banks' financial performance.Design/methodology/approach -The research uses interviews from senior UK Bank managers to gather their views on digital banking impact on customer experience and financial performance. The interviews were thematically analysed to produce results and a model. Findings -The attributes affecting digital banking experience are: service quality, functional quality, perceived value, service customisation, service speed, employee-customer engagement, brand trust, digital banking innovation, perceived usability and perceived risk. They affect customer experience, satisfaction and loyalty, and financial performance. The research revealed relationships amongst these attributes (e.g. brand trust and loyalty).Research limitations/Implications -The study is UK bank specific and can be replicated in other developed countries' banks, helping in further comparison. However, digital banking is conducted globally, which implies that the findings are robust enough to be potentially applied in other countries. The proposed model shows customer experience drivers and outcomes through managers' views, which can be theoretically tested.Practical implications -The findings suggest important attributes (as above) for consideration to improve digital banking customer experience and financial performance. They show the relevance of employee-customer interaction, service personalisation, value proposition, quality service offering and digital banking experience, which have useful implications for improving digital banking design and interactive marketing.Originality/value -Gauging digital banking customer experience as perceived by bank managers has not been studied in this way, highlighting digital banking effectiveness, which is important for multi-channel marketing and banks' financial performance, and advances theory.

Digital banking through telephone, internet and mobile is becoming important for banks' service marketing, especially with the increase in digital device usage and customer demand for financial services. The changing dynamics of banking means that banks' performance is no longer solely dependent on branch sales. Capturing and retaining customers are vital for banks, and digital banking is becoming the tool of choice; however research on how it affects customer experience and UK banks' performance is still limited. This thesis focusses on determining the impact of digital banking services on customer experience and financial performance.The research in the thesis uses a mixed methods approach, utilising bank financial reports, interviews and questionnaires to achieve important results and contribute to knowledge in practice, and in related services, marketing and e-commerce theories. The research adopted Regression, Structural Equation Modelling and Chi-Square analyses in quantitative research, while using Content Analysis in qualitative research. The research takes a broad approach in the investigation of digital banking, customer experience and bank financial performance. It has used qualitative and quantitative analysis techniques to produce, test and triangulate results to increase robustness.The research demonstrates how digital banking enhances banks' profitability. It found that attributes such as perceived value, convenience, functional quality, service quality and digital banking innovation are important in improving customer experience, satisfaction and loyalty, and banks' financial performance. The insights from the three research perspectives have been integrated to develop a new Digital Banking Services, Customer Experience and Financial Performance Enhancement Framework (DiBCEFPEF). The results from the thesis have the potential to assist banks in the provision of services, and improve customer experience and financial performance, such as profitable growth and economic value-adds, through digital banking.iii I would like to show appreciation to others who have been instrumental in the success of this research: the MERI administrators for their prompt response to information requests and helping distribute my questionnaires to Sheffield Hallam University students and tutors. I wish to thank my work colleagues, social media contacts, and the University students and tutors, who helped to fill in the research questionnaire. Without their cooperation and support the important findings in the study would not have been possible. My special thanks go to the case bank for supporting and allowing me to use their resource, and its senior managers, who have helped in the interview data gathering. They have shown great support, and without them the evaluation of this research would not have happened. I also want to acknowledge other banks whose information was used, which made it possible to generate a lot of new knowledge.My thanks go to Professor and Mrs A.U Awuzie, Dr B. Ofoegbu and Mr F.N.D. Ofoegbu, who hav...