NOUN Journal of Business Administration

The banking industry in the twenty-first century has experienced
significant transformation as digital technologies increasingly redefine how
financial services are delivered. Traditional banking models that relied heavily
on physical branches and face-to-face interactions are gradually being replaced
by technology-driven systems that emphasise convenience, speed, and
accessibility. Digital banking, broadly understood as the delivery of banking services through electronic platforms, has therefore become a central feature
of modern financial intermediation (Ozili, 2020). This shift reflects changing
customer expectations and the growing demand for seamless and efficient
service delivery.