Customer Satisfaction and Digital Banking Services in Nepalese Commercial Banks

Abstract

ABSTRACT This study examines the customer satisfaction and digital banking services in Nepalese commercial banks. The study has followed descriptive and casual research design. This study used descriptive statistic, correlation analysis and regression analysis to analyze the data. This study found that majority of the respondents agreed that empathy, assurance and reliability of e-banking services quality factor highly affects the banking customers satisfaction and they believe that their satisfaction was also high. The correlation analysis reveals that reliability of e-banking services has positive and significant relationship with customer satisfaction and also correlation between responsiveness and customer satisfaction is significant positive. At the same time, there is significant positive association between assurance of e-banking services and the customer satisfaction. Likewise, tangibles and empathy have positive and significant relationship with customer satisfaction. The regression result concluded that reliability of e-banking services, responsiveness of e-banking services, assurance of e-banking services, tangibles of e-banking services and empathy of e-banking services have significant positive impact on customers satisfaction in Nepalese commercial banks. Therefore, this study concluded that the impact of e-banking service quality on customer satisfaction is significant. Keywords: Customer satisfaction, reliability, responsiveness, assurance and tangibility