The Impact of Digital Transformation on Banking Operations Efficiency: A Field Study on Libyan Commercial Banks

Abstract

This study aims to analyze the impact of digital transformation on the efficiency of banking operations at the National Commercial Bank, focusing on branches in the central region. It examines the role of electronic banking services, mobile banking applications, electronic payment systems, and internal information systems in enhancing operational efficiency and customer satisfaction. The study adopted a descriptive-analytical approach and a quantitative applied method, using a questionnaire as the main data collection tool. The questionnaire was distributed to a sample of employees in departments related to digital transformation, with 40 valid responses analyzed. Statistical techniques included Cronbach’s Alpha, Kolmogorov–Smirnov test, Wilcoxon test, regression analysis, and R² coefficient. The results showed that most respondents had extensive work experience and a university education. The study found a significant positive impact of digital transformation on banking efficiency, particularly in speeding up operations, improving accuracy, reducing costs, and enhancing customer satisfaction with digital services. Electronic payment systems, mobile banking applications, and internal information systems were key drivers of operational improvement. However, challenges such as regulatory constraints, infrastructure limitations, and skill gaps were identified. The study recommends upgrading digital infrastructure, strengthening information security, investing in digital skills, and updating regulatory frameworks to support digital transformation.