Purpose – With the digitalization of services, banks seek to implement online banking in order to shift from traditional banking and provide customers with the needed services without customers having to physically be present in bank branches. This shift would enable banks to have a wider reach, and would contribute to the efficiency of the banking process. The purpose of this study is to identify the factors that impact consumer satisfaction with online banking services, focusing on service quality, web design, and privacy and security. Design/methodology/approach – This study explores the ...