DIGITAL TRANSFORMATION OF BANKING SERVICES: ENHANCING EFFICIENCY AND CUSTOMER EXPERIENCE IN REMOTE BANKING

This paper examines how the digital transformation of banking services has influenced the efficiency and customer experience of remote banking in Uzbekistan. Drawing on technology acceptance, service quality, and bank efficiency theories, as well as statistics from the Central Bank of Uzbekistan (CBU) and reports based on CBU data for five reference dates between December 2021 and April 2025, a composite Remote Banking Digitalisation Index is constructed using three indicators weighted by their coefficients of variation: the number of remote banking users, the number of payment cards in circulation, and the number of users per 100 cards. The index increased from 0.415 in December 2021 to 0.556 in January 2023, 0.827 in September 2024, 0.911 in January 2025, and 1.000 in April 2025. During this period, the number of remote banking user accounts increased from approximately 20 million to 62.1 million, while the number of payment cards in circulation rose from 26.5 million to 62.4 million.