The Impact of Internet and Mobile Banking on Customer Satisfaction in Afghanistan's Commercial Banks

Mohammad Yusuf Saleh; Najibullah Arshad; Muhammad Ismail Basharmal; Hamdullah Azimi

doi:10.55544/ijrah.5.2.19

Authors

Mohammad Yusuf Saleh Lecturer, Economics Faculty, Ghalib University, Kabul, AFGHANISTAN. https://orcid.org/0009-0007-9147-2386
Najibullah Arshad Assistant Professor and Dean of Economics Faculty, Kateb University, Kabul, AFGHANISTAN
Mohammad Ismail Basharmal Dean of Economics Faculty, Ghalib University, Kabul, AFGHANISTAN.
Hamdullah Azimi Lecturer, Economics Faculty, Ghalib University, Kabul, AFGHANISTAN. https://orcid.org/0000-0002-0237-6349

DOI:

https://doi.org/10.55544/ijrah.5.2.19

Keywords:

Afghanistan Banking, Mobile Banking, Internet Banking, Customer Satisfaction, Digital Banking

Abstract

This study examines the impact of Internet and Mobile banking on customer satisfaction in Afghanistan’s commercial banks. With the increasing adoption of digital financial services, understanding how factors such as convenience, security, accessibility, and service quality influence customer experience is essential. Using a quantitative research approach, this study collected survey data from customers of Afghanistan International Bank, Azizi Bank, and the Islamic Bank of Afghanistan. Findings reveal that Internet and Mobile banking significantly enhance customer satisfaction by offering seamless transactions, increased accessibility, and reduced reliance on physical banking. However, security concerns and limited digital literacy in rural areas pose challenges to widespread adoption. The study highlights the need for improved digital banking infrastructure and stronger security measures to build customer trust. Based on these insights, policy recommendations are provided to enhance the efficiency, reliability, and security of digital banking services in Afghanistan’s commercial banking sector.

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