“Measuring the Efficiency of Digitalization in Banking Services: Theoretical and Practical Approaches”

Аннотация

The digital transformation of banking services has become a central driver of efficiency, competitiveness, and customer satisfaction in the financial sector. This article examines both theoretical and practical approaches to measuring the efficiency of digitalization in banking. Theoretically, efficiency is evaluated through financial indicators such as Return on Assets (ROA), Return on Equity (ROE), and the Cost-to-Income Ratio, as well as non-financial metrics including customer satisfaction, transaction speed, and digital adoption rates. Practically, the study analyzes data from selected banks in Uzbekistan and international benchmarks, focusing on indicators such as the growth of digital banking users, profitability dynamics, and operational cost reduction. The findings reveal that digitalization projects not only enhance service delivery but also improve overall financial stability and competitiveness of banks. Graphical and tabular analyses are employed to illustrate trends in user adoption, profitability, and comparative international experiences. The study concludes by highlighting key methodological implications for policymakers and banking practitioners, offering a framework for assessing efficiency in the era of digital transformation. Keywords: Digital banking, efficiency measurement, cost-to-income ratio, customer satisfaction, Uzbekistan, international comparison.