E-BANKING SERVICE ON CUSTOMER SATISFACTION OF COMMERCIAL BANK IN BAGMATI PROVINCE, NEPAL
Date
2024
Authors
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Journal ISSN
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Publisher
Shanker Dev Campus
Abstract
The purpose of this study is to analyze the major factors that determine customer
satisfaction with the e-banking service of a commercial bank in Bagmati province, Nepal.
The study investigates the relationship between customer satisfaction and service quality
with the goal of bridging research gaps and providing insights into the complex processes
that drive customer satisfaction.
This study is based on the primary data and used the various factors such as: internet,
cost, security and privacy, relative advantage, responsiveness and customer satisfaction.
To fulfill the research objective, various tools such as tables, figure, mean, standard
deviation, percentages, correlation, and regression analyses were used to examine the
results.
This study used 378 samples out of a total of 400 population, which were collected from
banking customers through a physical survey in Kathmandu Valley as well as an online
survey from Bagmati Provenance. The majority of respondents are male, married. The
highest participation of male and female respondents are 21 to 30 years old and 31 to 40
years old. It means young people are attracted to e-banking service. The study draws an
overall picture, major determinant of customer satisfaction with e-banking service of
commercial banking and impact of e-banking service on retailer customer as well as tries
to use full set of objectives.
This study suggests that internet, cost, security and privacy, relative advantage and
responsiveness have a significant positive relationship on customers satisfaction with e
banking service of commercial bank in Bagmati province, Nepal. For small and medium
sized retailers to operate their online businesses e-banking service is necessary.