The public banks in the financial services sector are in the process of transformation into a digital model and thus they need to offer an omnichannel experience that is integrated, accessible and centered to the client. The purpose of this study is to analyze the influence that the experience of omnichannel has on the satisfaction of information of clients in the public banking sector of Peru by means of a multivariate analysis. This research is quantitative, non-experimental, cross-sectional and of an explanatory type. 384 users of the services of digital banking were investigated through a questionnaire of Likert type, structured. The variables of experience of omnichannel and of satisfaction of information of clients were analyzed. By means of descriptive statistics, correlation analysis and of regression analysis of type multiple linear, the variables studied were analyzed. The results show correlation positive and high between all the dimensions of the experience of omnichannel and the satisfaction of information of clients. The proposed regression model has a high explanatory power (adjusted R-Squared = 0.8902). Among the variables analyzed, Ease of use is followed by Accessibility, Convenience, Content quality and Interface design. Customers value very much digital banking platforms that are simple, accessible, efficient and that have information of interest well organized. The results of the study support that customer satisfaction in the public banking sector of Peru depends significantly on the integrated quality of the omnichannel experience offered by public banking institutions. Thus, usability, accessibility and functional efficiency should be strategic elements in order to improve the quality of the digital services and to promote financial inclusion.

Using the frameworks of the Theory of Use and Gratification (UGT) and the Unified Theory of Acceptance and Use of Technology (UTAUT2), this study explores the factors that influence individual behavior and behavioral goals in the adoption of digital banking. Partial Least Square-Structural Equation Modeling (PLS-SEM) is used in the analysis of research data using the program SmartPLS 3.2.9 professional. There are 432 people in the research sample that filled out questionnaires. The results show that behavioral intentions are strongly influenced by the integration of UGT-UTAUT2 by 60.3%. Performance and effort expectations are influenced by cognitive needs, effort expectations are influenced by affective needs, and social influence is impacted by social needs. Behavioral intentions for the use of digital banking are shaped by a combination of factors such as price value, hedonic motivation, habits, facilitating conditions, and effort expectations. The relationship between behavioral intentions, affective and cognitive needs is mediated by effort expectations. In the context of using digital banking, habits and behavioral intentions are important factors that influence behavior; in contrast, cognitive needs, affective needs, performance expectations, and social influence have no direct effect on behavioral intentions.

This systematic review synthesizes 40 peer-reviewed studies to examine the role of inclusive finance and institutional governance in FinTech adoption in Pakistan's banking sector. While user-centric behavioural models are the dominant narrative in global discourse, this review highlights the underappreciated role of institutional trust, regulatory design, and structural inclusion in the scalability of FinTech ecosystems. The paper identifies four thematic clusters using PRISMA and TCCM frameworks, namely, user-level drivers, governance enablers, financial inclusion mechanisms, and integrated adoption frameworks. Findings suggest that inclusion should be reimagined not just as an objective but also as a prerequisite to digital finance, and quality of governance directly moderates trust and adoption behaviour. The study presents an original conceptual framework that links ecosystem-level conditions and adoption dynamics, highlighting the need for multi-level theoretical approaches that incorporate behavioural, institutional, and infrastructural dimensions. Implications are drawn for policymakers, FinTech innovators, and financial regulators who are looking for inclusive, trusted, and sustainable digital finance solutions in emerging markets.