Impact of E-banking service quality on customer satisfaction in Nepalese commercial Banks

Abstract

The purpose of this study was to examine the relationship between the dimensions of E-Banking service quality and customer satisfaction to determine which dimension can potentially have the strongest influence on customer satisfaction. Data were gathered using a survey instrument, which was distributed among bank clients in the Lebanese banking sector. The data were statistically analyzed using structural equation modeling with SPSS and Amos (20). The findings show that reliability, efficiency, and ease of use; responsiveness and communication; and security and privacy all have a significant impact on customer satisfaction, with reliability being the dimension with the strongest impact. E-Banking has become one of the essential banking services that can, if properly implemented, increase customer satisfaction, and give banks a competitive advantage. Knowing the relative importance of service quality dimensions can help the banking industry focus on what satisfies customers the most. The data collection for this research was done with the help of structured survey questionnaires conducted with 384 respondents by using the convenience sampling. The research questionnaire gathered demographic attributes like age, academic background, income and occupation of the respondents, as well as their impact of different service quality factors and analyzed it to derive their perception and satisfaction level. The collected was coded and recorded in SPSS and AMOS software to generate results. The statistical method used for this research implemented various methods of analysis including percentage, accumulation, cross tabulation, Chi-square, SEM and correlation for testing the validity and reliability of the formulated hypotheses.