Analyse Des Facteurs De Satisfaction Des Clients Face À L’utilisation Des Services Bancaires Digitaux

This study aims to analyze the impact of the digitalization of financial governance on customer satisfaction. It is based, in particular, on banking operations related to the payment of salaries of civil servants at the counters of the VISTA Guinea bank (VISTA Gui). The results are based on quantitative data from a survey of 350 paid civil servants in the Agencies of this targeted institution. This study shows that customer satisfaction depends on the effectiveness of digital banking services, trust in the bank, customer loyalty and the perception of innovation within the bank.