ROLE OF E-BANKING SERVICES ON CUSTOMER SATISFACTION OFFERED BY NEPALESE DEVELOPMET BANKS

Abstract

The research entitled “Role of E-Banking Services on Customer Satisfaction Offered by Nepalese Development Banks” is carried out to the study the various attributes of Development Banks and their impact on customer satisfaction through Digital banking. The main objectives of the study is to identify level of customer satisfaction, determine the relationship between Digital Banking and customer Satisfaction. To achieve the goal of the study, the researcher review ten international article which are related about the study topic. The conceptual framework was based on review of literature. The independent variables are Efficiency, Reliability, Security and privacy, responsiveness and Time and cost and customer satisfaction is dependent variable. The study based on descriptive and casual comparative study. Data was collected through questionnaires and SPSS was used to analyze the data. Researcher select only three development banks for the data collection. The study focuses on the primary data analysis where questionnaire was distributed through online. Based on the population, 400 respondent are undertaken for the studies. Researcher found from descriptive analysis all of the mean and standard deviation of independent and dependent variable are indication towards strongly agree side of respondent. The correlation has positive relationship of other independent variable with customer satisfaction which indicate that all the independent variables are leads to increase higher satisfaction to customer. Form the regression table, estimated regression model is statistically significant.In conclusion, the researcher explore that based on the findings, all of the indicator of the study are showing positive relationship towards independent and dependent variables of the study. So, the researcher concluded that all of the customer who are using digital banking of Nepalese development banks are satisfied from the digital service of their respective banks.