Online Banking Service: An Analysis on Consumer Adoption and Satisfaction on Nepalese Banking Services

Abstract

Technological developments, particularly in the area of telecommunications and information technology, are revolutionizing the banking industry, including Nepalese banking sector. These developments have prompted new delivery channels and banking systems. Mobile banking can reduce costs, increase the speed of service, expand the market, and improve overall customer service. Despite the efforts of the banking sector, numerous consumers are not satisfied and are still not using mobile banking services. This research investigates the factors that affect consumers’ adoption and satisfaction level of mobile banking services in Nepal. This research has analyzed the different factors of mobile banking using regression analysis. It analyzed the factors and used significant beta for comparing the factors that has maximum or minimum effect on adoption of mobile banking. Using paired t-test; means were compared for mobile banking expectations and satisfaction and satisfaction level of mobile banking was analyzed. The findings reveal that Perceived Usefulness, Perceived Ease of Use and Perceived Credibility have an impact on customers’ decisions to adopt and satisfaction on mobile banking. The results of this research will help banks and financial institutions to implement efficient services strategies to increase the rate of mobile banking adoption and satisfied costumer. Furthermore, this research provides useful information for future researchers