IMPACT OF E-BANKING SERVICES ON CUSTOMER SATISFACTION IN NEPALESE COMMERCIAL BANKS

Abstract

The main purpose of the study is to investigate impact of e-banking services on customer satisfaction in Nepalese commercial banks. The study is used descriptive and casual research design. This study used descriptive statistic, correlation analysis and regression analysis for data analysis. The study found that the majority of respondents believed that security and convenience of e-banking services have a significant impact on banking customers’ satisfaction and that their own satisfaction is high. The correlation analysis shows that there is a significant positive association between customer satisfaction (CS) and reliability of e-banking services (REL). Similarly, accessibility of e-banking services has significant positive association with customer satisfaction. Further, there is a significant positive correlation of convenience of e-banking services with customer satisfaction (CS). Lastly, there is a significant positive correlation between security of e-banking services and customer satisfaction. The regression result reveals that reliability, accessibility, convenience and security of e-banking services have significant positive impact on customers’ satisfaction in banking industry of Kathmandu Valley. Therefore, this study concluded that the impact of electronic banking on customer satisfaction is significant in Nepalese commercial banks.