Impact of Electronic Banking Service Delivery on Customer Satisfaction in Nepalese Private Commercial Banks

Abstract

Customer satisfaction is one of the most important factors in business. When it comes to banking industry, customer satisfaction level differentiate one bank from another, thus measuring customer satisfaction is exceedingly important. In this competitive arena, in order to sustain the growth and increase the market share, banks should aim at satisfying the customer. In today’s e-commerce economy, where innovation likely to offer merely a fleeting advantage, satisfaction will be the sole way for a business to survive. The main objective of the study is to examine the impact of e-banking service delivery on customer satisfaction in Nepalese private commercial bank. The study collected primary data by using structured questionnaire techniques from 70 respondents who are enjoying banking services. The study is based on descriptive, casual comparative research design. This study used quantitative method for data collection for the purpose of analysis. Mainly structured questionnaire survey was used to generate responses based on which statistical analysis is done to test hypothesis. The questionnaire was self- administered. The sampling technique for the study followed non probabilistic sampling technique, i.e. convenience sampling. Customer satisfaction is considered as dependent variables whereas ATM, Internet banking Mobile banking, Credit card, Debit card and Electronic Fund Transfer services are considered as independent variables and their correlation and regression was generated from SPSS and analyzed.