International Journal on Science and Technology

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The Role of Site Reliability Engineering in Enhancing Customer Trust in Digital Banking Platforms

Author(s) Riyazuddin Mohammed
Country United States
Abstract Due to the emergence of digital banking, customer interactions with the financial institutions have re-defined what success means, with trust and reliability as the pillars of the process. Disruptions, intrusions, and data breaches have a direct impact on customer trust, and will result in lost revenues and negative publicity. The role of Site Reliability Engineering (SRE) in building customer trust in the online banking systems is explored in this research paper. Google was the first to patent SRE, which is a combination of operations and software engineering to develop some of the most reliable, secure, and scaled systems. SRE (through the use of error budgets, observable events, blameless postmortems, and automated remediation) works on both human trust and technical reliability outcomes. The paper considers how the specificities of the financial industry, such as the strict compliance with the regulations, large amounts of transactions, and the real-time availability can be implemented through SRE practices. The SRE adoption in the traditional banks and fintech companies presented in terms of case studies show that the solutions cut down on downtime and enhanced security, as well as raised the levels of transparency. According to the findings, it appears that SRE is not just an operation type model but a strategic trust-forming mechanism to match engineering performance to the expectations of the customers. The article concludes that with the ever-increasing digitalizing financial role, SRE has to be integrated into digital banking to ensure customer trust over time.
Field Engineering
Published In Volume 16, Issue 3, July-September 2025
Published On 2025-09-15
DOI https://doi.org/10.71097/IJSAT.v16.i3.8749
Short DOI https://doi.org/g97jsq
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