THE IMPACT OF DIGITAL TRANSFORMATION ON THE QUALITY OF BANKING SERVICES IN THE KINGDOM OF SAUDI ARABIA: AN APPLIED STUDY ON BANK CUSTOMERS IN RIYADH

Abstract This study aims to determine the impact of digital transformation on the quality of banking services in the Kingdom of Saudi Arabia, focusing on banks in the Riyadh region. To achieve the study's objectives, the participants were selected from the study population using a random sample, with 393 individuals surveyed. The study employed a descriptive-analytical approach to address its topic and achieve its goals. The questionnaire was employed to collect data. It included two dimensions: the independent variable, representing the dimensions of digital transformation (digital technologies, information security, digital financial services, and digital operations management), and the dependent variable, representing the quality of banking services (reliability, responsiveness, tangibility, empathy, and security). The data were analyzed and the hypotheses tested using SPSS for descriptive statistical analysis and AMOS for advanced inferential statistical analysis. According to the study, there is a positive correlation between the level of digital transformation and the dimensions of banking service quality in Saudi banks in Riyadh. The study concluded with several recommendations, the most important of which are: To develop the financial sector, it is crucial to continue investing in digital infrastructure, enhance user experience, and enhance cybersecurity in line with global trends and the Kingdom of Saudi Arabia's Vision 2030.