Evaluating Digital Banking’s Impact on Customer Preferences and Employee Efficiency in Sri Lanka

Abstract

The fast expansion of digital banking in Sri Lanka has significantly transformed the financial services landscape, affecting both customer choices and internal operational processes within banks. This research investigates how digital platforms influence customer behavior by examining key aspects such as convenience, trust, system reliability, ongoing IT skill enhancement, and organizational culture. Simultaneously, it evaluates employee efficiency in relation to process automation, technological preparedness, digital competence, and overall performance. A mixed-methods approach is employed, combining customer surveys with interviews conducted among employees across various banking departments. Findings reveal that perceived usefulness, and data security are central to enhancing customer satisfaction, fostering trust, and driving digital adoption. For employees, efficiency improvements are strongly linked to adequate training, streamlined systems, and effective integration of digital tools, which together support sustainable digital transformation and compliance with regulatory standards. Based on these insights, the study recommends strengthening digital infrastructure, advancing employee training programs, improving user interfaces, and promoting digital inclusivity to build customer confidence. The outcomes provide practical guidance for banks, policymakers, and IT solution providers in advancing customer-focused and digitally empowered banking services in Sri Lanka.