DIGITAL BANKING AND CUSTOMER SATISFACTION IN NEPALESE COMMERCIAL BANKS

Abstract

This study examines the digital banking and customer satisfaction in Nepalese commercial banks. The study is used descriptive and casual research design. The sampling technique for the study followed non-probabilistic sampling technique i.e. convenience sampling. Data were analyzed by using different statistical technique such as descriptive statistic, correlation analysis and regression analysis. This study shows that automated teller machine services, internet banking services, mobile banking services, electronic fund transfer services and credit card services and facilities are provided by the commercial banks in Kathmandu Valley. The majority of the respondents agreed that electronic fund transfer services and mobile banking services are the factor highly affects their customer satisfaction and they believe that their customer satisfaction level is also high. The correlation analysis reveals that ATM services has positive and significant relationship with customer satisfaction and also correlation value between internet banking services and customer satisfaction is significant positive. At the same time, there is significant positive association between mobile banking services and the customer satisfaction. Further, electronic fund transfer service and credit card services have positive and significant relationship with customer satisfaction. The regression result concluded that automated teller machine services, internet banking services, mobile banking services, electronic fund transfer services and credit card services have significant positive impact on customers satisfaction in banking industry of Kathmandu Valley. Therefore, this study concluded that the impact of digital banking on customer satisfaction is significant in Nepalese commercial banks.