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VOL. 6, ISSUE 2 (2024)
E-Banking service quality and customer satisfaction
Authors
Karishma Sapkota
Abstract
Customer satisfaction
is essential to the long-term sustainability of any organization all around the
globe. Customers are largely satisfied with e-banking since it provides them
with faster, more dependable services. E-banking services can not only provide
new competitive advantages, but also strengthen customer relationships. The
main objectives of this Study is to examine the relationship between E-banking
service quality and customer satisfaction and to measure the effect of
E-banking service quality on customer satisfaction. The study collected primary
data by using structured questionnaire techniques from 400 respondents who are
enjoying banking services. This study is based Causal comparative research
design. For the purpose of
analysis, this study used a quantitative technique for data collecting. Convenience
sampling was used as the sample method for the study. Customer satisfaction is
considered as a dependent variable while reliability, responsiveness,
assurance, empathy, and tangibles are considered as independent variables. SPSS
was used to construct and evaluate their correlation and regression. It is
found that Reliability, Empathy and Tangibility has positive significant effect
on customer satisafaction. However, Responsiveness and Assurance has
insignificant effect. The findings highlight the importance of prioritizing
efforts to enhance reliability, empathy, and tangibility in service delivery to
maximize customer satisfaction and ultimately improve bank & financial
institutions and business performance.
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Pages:39-44
How to cite this article:
Karishma Sapkota "E-Banking service quality and customer satisfaction". International Journal of Finance and Commerce, Vol 6, Issue 2, 2024, Pages 39-44
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