IMPACT OF ELECTRONIC BANKING ON CUSTOMER SATISFACTION OF NEPALESE COMMERCIAL BANKS

Abstract

This study attempted to investigate how customer satisfaction at Nepalese Commercial Bank was affected by the provision of e-banking services. This study examines several aspects of electronic banking services, including automated teller machines, online and mobile banking, credit and debit card services, electronic fund transfers, and point-of-sale services. The research design used for this study is causal and descriptive. The responses from the primarily structured questionnaire survey were used as the basis for statistical analysis to test the hypothesis. Descriptive analysis, correlation analysis, and regression analysis are used in this study to support the hypothesis on the relationship between customer satisfaction and the impact of e-banking services in commercial banking. The study found that e-banking services as automated teller machine, mobile banking services, debit card services and electronic fund transfers at point of sales services have significant positive effect on customer satisfaction however internet banking services and credit card services have no significant effect on customer satisfaction although there is positive effect found, concluding that use of internet banking service and credit card service are not as famous as other variables of the study. In summary, the utilization of e-banking services can enhance customer happiness, decrease wait times for bank services, and help clients better manage their account transactions.