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The digitalization of banking services refers not only to the application of new technologies, but also involves a completely different approach and way of thinking for all actors involved. Given the dominance of the technological environment and unprecedented customer expectations, banks in Romania have concluded that the practices of quality management can be implemented for banking activities, inspired by the actions of international banks that have entered the national market. Knowing and anticipating customer needs and expectations as they evolve, by focusing on achieving and maintaining a maximum degree of satisfaction to retain customers is a primary objective for all banks. It is strategically relevant that the impact of Industry 4.0 on the transformation of the banking sector does not jeopardize security, which fuels the need for a balance between competition, innovation, security and customer …