Article: Digitalisation in banking and insurance: customer perceptions Journal: International Journal of Economics and Business Research (IJEBR) 2026 Vol.30 No.4 pp.18 - 38 Abstract: This paper explores customer perceptions of digitalisation in banking and insurance services, sectors undergoing rapid transformation due to technological advances. The study aims to understand how digital tools are received by users and the implications for customer satisfaction. A qualitative methodology was employed, based on 16 semi-structured interviews with clients from both sectors. The findings reveal that digitalisation is generally perceived as a source of convenience, speed, and accessibility. However, concerns persist regarding data security, loss of human contact, and usability. While digital tools are widely adopted in banking, insurance customers show greater hesitation, especially when seeking personalised advice. The study concludes that full digitalisation may negatively impact customer satisfaction if traditional services are entirely replaced. These insights offer strategic guidance for financial institutions aiming to balance innovation with customer expectations. Inderscience Publishers - linking academia, business and industry through research

Title: Digitalisation in banking and insurance: customer perceptions

Authors: Clara Lamard; Laetitia Pozniak; Melanie Croquet; Dimitri Laroutis

Addresses: University of Mons, Place du Parc, 20, 7000 Mons, Belgium ' University of Mons, Place du Parc, 20, 7000 Mons, Belgium ' University of Mons, Place du Parc, 20, 7000 Mons, Belgium ' ESC Amiens, 18, Place Saint Michel, 80038 Amiens, France

Abstract: This paper explores customer perceptions of digitalisation in banking and insurance services, sectors undergoing rapid transformation due to technological advances. The study aims to understand how digital tools are received by users and the implications for customer satisfaction. A qualitative methodology was employed, based on 16 semi-structured interviews with clients from both sectors. The findings reveal that digitalisation is generally perceived as a source of convenience, speed, and accessibility. However, concerns persist regarding data security, loss of human contact, and usability. While digital tools are widely adopted in banking, insurance customers show greater hesitation, especially when seeking personalised advice. The study concludes that full digitalisation may negatively impact customer satisfaction if traditional services are entirely replaced. These insights offer strategic guidance for financial institutions aiming to balance innovation with customer expectations.

Keywords: digitalisation; banking; insurance; consumer perception; qualitative research; customer satisfaction; financial services.

DOI: 10.1504/IJEBR.2026.153699

International Journal of Economics and Business Research, 2026 Vol.30 No.4, pp.18 - 38

Received: 18 Jul 2025
Accepted: 17 Dec 2025
Published online: 21 May 2026 *

Title: Digitalisation in banking and insurance: customer perceptions

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