CUSTOMER SATISFACTION WITH E-SERVICES QUALITY IN NEPALESE COMMERCIAL BANKS

Abstract

he study titled “Customer Satisfaction with E-Services Quality in Nepalese Commercial Banks” aims to analyze the impact of mobile banking service quality on customer satisfaction. Utilizing a descriptive and causal-comparative research design, the study examines the relationship between five independent variables (tangibility, reliability, responsiveness, assurance, and empathy) and the dependent variable (customer satisfaction). A sample of 415 mobile banking users was surveyed using a structured questionnaire distributed both electronically and in-person. Descriptive and inferential statistical tools, including Cronbach's alpha, were employed to analyze the data using SPSS and MS-Excel. The findings reveal that tangibility, responsiveness, and assurance positively influence customer satisfaction, while reliability has a negative effect, and empathy does not significantly impact satisfaction.