ELECTRONIC BANKING SERVICE DELIVERY AND CUSTOMER SATISFACTION

Abstract

The study aimed to determine how well digital banking methods performed in comparison to commercial banks in Nepal. A descriptive and informal research design was employed, focusing on a population of 20 active commercial banks in Nepal. Primary data were gathered through self-administered questionnaires and analyzed using descriptive statistics. Regression analysis was applied to evaluate the success and outcomes of digital marketing strategies. The study considers convenience, creditworthiness, usefulness, and ease of use as independent variables, with digital banking as the dependent variable. Correlation analysis revealed a significant positive relationship between digital banking practices and the factors of usefulness, ease of use, creditworthiness, and convenience. Likewise, regression analysis indicated that usefulness, ease of use, creditworthiness, and convenience are statistically significant with positive coefficients for digital banking. Additionally, digital banking itself showed positive significance, and the dependent variable exhibited positive significance when combined with the independent factors.