E-BANKING SERVICE ON CUSTOMER SATISFACTION OF COMMERCIAL BANK IN BAGMATI PROVINCE, NEPAL

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.