DIGITAL BANKING SERVICES ON CUSTOMER SATISFACTION IN FINANCE

Abstract

Customer happiness is a crucial determinant of the success of any commercial activity. In the banking business, especially in the face of intense competition, client satisfaction plays a crucial role in distinguishing one financial institution from another. Therefore, the assessment of customer satisfaction is of utmost significance. In this period of intense competition, the key to maintaining growth and increasing market share relies on banks' ability to constantly meet and beyond consumer expectations. Amidst the dynamic and ever-changing world of online business, where new ideas and strategies quickly lose their effectiveness, ensuring client pleasure becomes crucial for sustained success and growth. This study aims to examine the influence of e-banking service delivery on customer satisfaction in a private finance company in Nepal. In order to accomplish this goal, primary data was gathered using structured questionnaire procedures from a sample of 70 banking clients. The study used a descriptive, casual-comparative research design, applying quantitative methods for collecting and analyzing data. The primary method for collecting replies was a self-administered questionnaire survey. The gathered data were then analyzed using statistical analysis software called SPSS. The sample approach used was non-probabilistic convenience sampling. The dependent variable is customer satisfaction, while the independent variables are ATM, internet banking, mobile banking, credit card, debit card, and electronic fund transfer services. The study utilizes correlation and regression analyses to investigate the links between these variables and determine their influence on customer satisfaction.