The questionnaire is divided into two components: questions about the digital banking service quality of Islamic financial institutions and questions about measuring customer satisfaction with digital services of Islamic financial institutions. It was subsequently distributed to customers of Islamic financial institutions in printed form for completion. The information was gathered via self-administered surveys, which were created in three steps: identifying variables from past research, finalising the questionnaire, and performing a reliability check. Primary data was acquired through the use of a well-organised questionnaire. The method used to collect data was the survey questionnaire technique. This study utilised primary sources to gather data. A survey with a good design was used in the research. The survey was organised to collect information and comprised three sections: A, B, and C.

Part A addressed demographic characteristics such as gender, age, number of family members, education, marital status, occupation, most preferred digital banking service, frequency of using digital banking, and duration with the banks. Part B comprised 15 statements to measure the effects of digital banking services on Islamic financial institutions in Sri Lanka. Five dimensions were considered to measure service quality: Efficiency, system availability, Ease of use, privacy security, and responsiveness. Part C consisted of 6 statements to measure customer satisfaction. The last structured survey was created with closed-ended questions using a 5-point, scaled rating scale, such as a Likert scale (e.g., 1). Strongly disagree, 2. Disagree, 3. Unbiased, 4. 5 in agreement. Completely in agreement. The questionnaire was developed with a five-point Likert scaling system by incorporating variables. The satisfaction level with the quality of digital banking services in Islamic financial institutions in Sri Lanka was assessed using a five-point Likert scale, with "Strongly agree = 5" and "Strongly disagree = 1" as options. Qualitative data were transformed into quantitative data, followed by thorough analysis using suitable statistical techniques to test the hypothesis and meet the research goals.

Secondary data from sources such as books, newspapers, magazines, and journals were also published. There is a wealth of information in these sources on the research area in business studies, regardless of the specific nature of the research area. Hence, utilising suitable criteria to choose secondary data for the study is crucial for enhancing research validity and reliability. Various journals, magazines, government reports, annual reports, internet sources, and newspapers were sources of secondary data collection.

This research used descriptive statistics, including frequency distribution, to evaluate the demographic characteristics of the participants. The study used a quantitative method, which included analysing statistics. SPSS version 20 was used for analysing data, explicitly emphasising descriptive statistics such as mean and standard deviation. The researchers primarily focused on factors to measure customer satisfaction regarding digital banking services of Islamic financial institutions. Pearson correlation analysis was utilised to identify the association between the dependent variable (customer satisfaction) and the independent variables (Efficiency, System availability, Ease of use, Privacy security and Responsiveness). Additionally, regression analysis was employed to estimate the causal relationship.

The conceptual framework illustrates how the specific variables in the study are connected according to the researcher's understanding. It pinpoints the necessary variables for the research study and acts as the researcher's guiding tool in conducting the investigation. In this research, the researcher utilised a conceptual framework from multiple sources highlighted in the literature review. The framework of concepts includes variables that are dependent and independent. Efficiency, System availability, Ease of use, Privacy security and Responsiveness are the independent variables, with customer satisfaction as the dependent variable. Using these independent and dependent variables, we created the conceptual model outlined.

The research utilised a model specification to examine the hypotheses, using customer satisfaction with digital banking services as the dependent variable measured by Efficiency, System availability, Ease of use, Privacy security, and Responsiveness as independent variables. A study uses a hypothesis to establish the connection between two factors. This research employed testing methods that included alternate and non-directional hypotheses.

H_o: The satisfaction of customers in Islamic financial institutions in Sri Lanka is not influenced by digital banking services.

H₁: Efficiency and customer satisfaction are connected.

H₂: The connection between System availability and customer satisfaction exists.

H₃: Ease of use is linked to customer satisfaction.

H₄: Privacy security is correlated with customer satisfaction.

H₅: Responsiveness has an impact on customer satisfaction.

The table shows that 93 out of 100 questionnaires from Amana Bank PLC were completed, accounting for 93%, while the remaining 7% did not respond. Additionally, 88 out of 100 surveys were collected from AL Adalah, resulting in an 88% response rate and 12% non-response rate.

Table 3 reveals that most Amana Bank PLC and AL Adalah participants have a savings account. This is proven by the ownership of 64.5% of Amana bank PLC and 64.8% of AL Adalah. Lower respondents' customers of both Amana bank PLC and AL Adalah do not have any alternative at the same time. 6.5% ownership of Amana Bank PLC and 4.5% ownership of AL Adalah are confirmed.

The majority of respondents at Amana Bank had been with the company for 3-4 years, making up 43% of the total. On the other hand, the majority of respondents at AL Adalah had been with the company for 1-2 years, accounting for 44.3%. There were no respondents at Amana Bank who had been with the company for 8-10 years. The younger participants in AL-Adalah were aged between 6-8 years and 8-10 years. It is zero percent.

As shown in Table 4.8, most respondents used weekly digital banking services in Amana Bank PLC and AL Adalah. It's evidenced by a score of 47.3% and 47.7%, and lower digital banking usage frequency was less often an option in both Amana Bank PLC and AL Adalah. It's evidenced by 9.7% of Amana Bank PLC and 5.7% of AL Adalah.

Internet banking is improved by customers' ability to carry out banking transactions at any time and place, faster and with reduced fees compared to traditional bank branches. Numerous factors contribute to the growth and spread of Internet banking. Banks can gain a competitive edge by utilising the Internet to cut costs and better meet customer demands. Online banking provides a range of benefits to banks, including tailored services for individual preferences, the creation of new products, and improved marketing and communication at reduced expenses. Bankers see online banking as a strategic chance to cut costs, improve service, grow their customer base, and increase cross-selling opportunities (Weshah 2013). Mobile banking is now being used as a wireless communication tool that adds value for customers during banking activities. Today, the primary emphasis has been on the realm of contemporary banking methods, providing banking and financial services through mobile phones. While the use of mobile phones for banking and financial matters has only been around for a few years, there have been notable advancements in this area in a short amount of time. There is great potential in this innovative approach to the future of banking. Another interpretation is a utility that allows users to access their account balance and receive alerts on their mobile devices. This is accomplished with strong security measures. As with traditional banking services, mobile banking services are provided through the mobile network. The bank has put a lot of emphasis on this factor, which could result in cost-effective banking services with unique mobile offerings (Rahmanni and Thavildari 2012). An ATM is a machine that allows clients of financial institutions to conduct money transactions in public areas without requiring bank customers to be present (Narayana Ganesan and Pavithra 2019). Amana and Adalah clients also use digital platforms like mobile banking, online banking, and ATMs more frequently. The majority of participants utilised online banking at Amana Bank PLC. The percentage is 43. 37.5% of participants from AL Adalah were utilising mobile banking. Customers of both Amana Bank PLC and AL Adalah were also using ATMs. The evidence shows that Amana Bank PLC holds 21.5%, while AL Adalah holds 26.1%.

Both Amana Bank PLC and AL Adalah respondents mostly used financial services, which included fund transfer cash withdrawals and bill payments.

Correlation is a statistical metric that illustrates the relationship between two variables and shows that as one variable's value changes, the other variable typically changes in a particular manner. Therefore, we can identify actual connections in real life, such as income and spending, supply and demand, and decreasing absence and grades. The Pearson correlation coefficient r is the most frequently used among various types of correlation coefficients. It is a parametric test that should only be used when the variables follow a normal distribution and have a linear relationship between them. If not, utilise non-parametric Kendall and Spearman correlation tests. A p-value of 0.01 is considered as proof that the null hypothesis can be 'rejected'. Statisticians consider a p-value of 0.01 as 'highly significant' or state that 'the data is significant at the 0.01 level.' A skilled researcher studying a hypothesised relationship will establish the p-value before conducting the study. Generally, values of 0.01 or 0.05 are typically utilised. If the study yields a p-value lower than the predetermined threshold, the researcher will assert the significance of the study, allowing them to reject the null hypothesis and affirm the presence of a relationship (Jaadi 2019).

This study assesses and analyses the correlation between chosen variables, exploring the link between customer satisfaction and digital banking service at Amana Bank PLC in Akkaraipattu DS Division.

The data above demonstrates a robust correlation between Efficiency and customer satisfaction with digital banking services. Therefore, hypothesis H1 receives support, while hypothesis H0 is refuted. System availability did not exhibit a positive correlation with the digital banking services of Amana Bank PLC. Therefore, the null hypothesis H0 is validated, while hypothesis H2 is not accepted. Conversely, Ease of Use correlates positively with customer satisfaction. Therefore, hypothesis H3 is affirmed while hypothesis H0 is disproved. Additionally, a correlation exists between privacy and customer satisfaction. This also indicates that hypothesis H4 is confirmed while hypothesis H0 is denied. Ultimately, a direct correlation exists between responsiveness and customer satisfaction in digital banking services provided by Amana Bank PLC. Therefore, hypothesis H5 is confirmed while H0 is denied.

Results of the Correlation Analysis of – Commercial AL-Adalah Bank PLC

The data above reveals a direct correlation between Efficiency and digital banking customer satisfaction at AL Adalah PLC. Therefore, hypothesis H1 is confirmed, while hypothesis H0 is denied. A direct link exists between system availability and customer satisfaction with digital banking services, supporting hypothesis H2 and rejecting H0. Conversely, a significant correlation exists between user-friendliness and customer satisfaction of AL Adalah PLC's digital banking services. H3 is found to be supported, while H0 is dismissed. Hypothesis H4 is confirmed, and hypothesis H0 is declined because there is a direct correlation between privacy and customer satisfaction. In conclusion, there is a significant correlation between responsiveness and customer satisfaction. The evidence supports H5 and rejects H0.

Efficiency is the customers' capability to access the website, locate their desired product and related information, and complete the purchase with minimal difficulty (Kalia, 2013). Efficiency plays a crucial role in sustaining user loyalty and guaranteeing user satisfaction. Efficiency on a website in digital banking is measured by the rate of completed banking transactions compared to unsuccessful ones. Users are typically more loyal and content when their transactions are consistently completed efficiently. Efficiency refers to how easily customers can locate the digital services and information they are looking for with minimal effort. Efficiency positively impacts customer satisfaction with digital services offered by financial institutions. Therefore, numerous studies have utilised Efficiency as a factor to gauge customer satisfaction with digital services provided by financial institutions. As per (Rajeshwaran, 2020) and Perera & Priyanath (2018), Efficiency plays a significant role in influencing customer satisfaction with digital banking services. This research has a positive connection between customer satisfaction and the correlation between Amana Bank and AL Adalah Efficiency.

The central aspect of system availability is having modern equipment and physical facilities. A website is crucial for connecting with customers, making system availability essential for customer satisfaction. It discusses the structure of the website or system for business purposes, ensuring proper technical functionality and operational capacity of the site. Furthermore, it pertains to the functionalities offered on the website that allow customers to conduct transactions easily. Accessing an account through online banking is one of the simplest and most cost-effective methods available. The majority of financial institutions provide online services such as account opening, account inquiries, transfers, bill payments, electronic account registers, and access to essential financial information. One more advantage of online banking is that it is available 24 hours a day. E-banking, also known as electronic banking, is a system banks provide online. It is usable in various places, such as ATM machines, the Internet, or cell phones. E-banking services are available regardless of distance from a financial institution. This research has a positive link between AL Adalah's efficiency correlation and customer satisfaction with digital banking services, while Amana Bank PLC exhibits a negative correlation with Efficiency.

Ease of use refers to an individual's belief that learning, implementing, and utilising technology in banking will result in a simpler process for users. If a system is user-friendly, it will not require a lot of effort, which is part of its Ease of use. Similarly, past research on digital banking services has also determined that digital services' convenience and user-friendly nature contribute to customer satisfaction (Alfarizi 2022). A system or innovation is considered user-friendly when it requires little physical effort and mental capacity to operate. A simple technological advancement that does not require much operational input results in improved performance, leading to increased customer acceptance. Customer usage is likely to be encouraged by technology that is user-friendly, leading to a positive attitude towards innovation. Having an easy-to-use online platform can be essential in boosting customer satisfaction, thus improving the likelihood of gaining loyal customers. Alternatively, if the electronic channel is difficult to navigate, it might hinder users from completing their transactions, leading to a decreased likelihood of them returning to the e-channel. This study indicates that there is a positive correlation between the Ease of use of digital services and customer satisfaction for Amana Bank PLC and Commercial Al Adalah.

The issue of customer privacy has become more complicated and disputed with the rise of tools and technologies that gather data on all aspects of our lives. Numerous consumers currently feel that they lack control over their personal information and are beginning to monitor how their information is gathered closely. The financial services industry is also being affected by these issues, as customer data has always been a fundamental asset. Privacy, data governance, and data security are crucial for digital banking, as customers must trust that banks can keep their financial and personal information confidential when conducting transactions on electronic devices. Privacy guarantees secure transactions by using unique passwords. Ensuring privacy and enabling secure transactions will result in customer satisfaction and trust (Rajeshwaran, 2020). The bank's security means safeguarding customers' personal information and financial data to prevent theft and unauthorised access. At the same time, privacy in digital banking transactions refers to consumers' willingness to share their personal information with the digital banking service system. Therefore, various studies have shown that customer perceptions of evaluating the quality of digital banking services are significantly influenced by customer privacy security (Alfarizi 2023). The positive relationship between customer satisfaction with digital banking services and the correlation of privacy between Amana Bank PLC and AL Adalah was observed in the study.

Relationship between Responsiveness and Customer Satisfaction

Responsiveness deals with the banks' willingness to help customers with fast services, including assisting customers when they complain about e-banking services, such as no receipts received by customers for transactions made in situations where e-banking does not function for hours and sometimes days. Therefore, banks need to pay attention to their responsiveness so that they do not produce low-quality service as customers expect. Responsiveness for the customers should be based on the length of time they have to wait for help to answer their questions or concerns about their problems. Thus, service quality can be improved through responsiveness. In practice, Responsive employees can be indicated by notifying their customers accurately when the ordered goods are ready, giving full attention to the customers, encouraging service, and responding according to the customers' requests. Responsiveness means speedy handling of problems and returns through the site. It has to do with how customer care or support service responds to help customers when they face problems with a service. It is the business's ability to handle customer complaints due to transactional failures. It includes the extent to which the business has put measures in place to recover services when the e-channel cannot deliver as expected. E-channel users expect quick feedback on requests. So, it also involves attention and promptness in dealing with customer requests, questions, complaints, and issues and compensating customers when they encounter financial losses. Therefore, responsiveness can handle customer questions, concerns, and frustrations is essential to the perception of e-service quality. responsiveness can positively influence customer satisfaction with digital services provided by financial institutions. Thus, Many researchers have used responsiveness as a hypothesis to measure customer satisfaction with digital services provided by financial institutions. In this study, the responsiveness correlation of Amana Bank PLC and AL Adalah shows a positive relationship.

This study aimed to measure customer views and satisfaction levels of Islamic financial institutions using five variables: Efficiency, system availability, Ease of use, privacy, and responsiveness. The study revealed a positive relationship with variables in commercial AL Adalah financial institutions. In Amana Bank PLC, Efficiency, Ease of Use, privacy, and responsiveness variables show a positive relationship, while the system availability variable shows a negative one. The researcher was given the opportunity to obtain the opinions of the customers through a questionnaire. Customers of both financial institutions presented their suggestions.

Today, digital banking is a new concept. Islamic financial institution are motivating their customers to consume their digital services, such as app installations, the requirement for short regular massage services, being motivated to use ATMs without slip-less services, etc. But those facilities can't be used by everyone. So, the branches should give clear explanations to customers while opening an account.