Investigating the influence of employee engagement on customer satisfaction in digital banking: A systematic review
Keywords:
Banking sector, Customer satisfaction, Digital banking, Employee engagement, Service quality, Systematic reviewAbstract
The rapid expansion of digital banking has reshaped service delivery, yet existing research has emphasised technological determinants of customer satisfaction while paying less attention to employees. This systematic review examines the influence of employee engagement on customer satisfaction in digital banking, synthesising evidence from contemporary literature.
Guided by the PRISMA 2020 framework, a systematic search was conducted across Scopus, Web of Science, ScienceDirect, Emerald Insight, and SpringerLink for studies published between January 2015 and April 2026. Following predefined inclusion and exclusion criteria, 51 peer-reviewed studies were selected and analysed thematically. The review identifies seven major themes: employee engagement dimensions, customer satisfaction determinants, technology versus human interaction, employee engagement and service quality, the influence of engagement on satisfaction, challenges in digital banking, and future research trends. Employee engagement remains a critical driver of customer satisfaction despite increasing automation, chiefly through its effect on service quality, CRM effectiveness, and discretionary employee behaviours. Digital technologies enhance efficiency but do not replace engaged employees in managing complex, trust-based, and emotionally sensitive interactions. The review highlights theoretical, methodological, and geographical gaps and proposes directions for future research, concluding that employee engagement should be treated as a strategic capability that complements digital transformation and strengthens customer satisfaction and competitive performance in banking.
