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International Journal of
Management and Commerce
ARCHIVES
VOL. 5, ISSUE 1 (2023)
Impact of E-banking on customer satisfaction
Authors
Nisha Belbase, Sandip Paudel
Abstract
Customer Satisfaction is one of the most important factors in business. When it come to banking industry. Customer Satisfaction level differentiate one bank from another, thus measuring customer satisfaction is exceedingly important. In this competitive area, in order to sustain the growth and increase the market share, banks should aim at satisfying the customer. In today’s e-commerce economy, where innovation likely to offer merely a fleeting advantage, satisfaction will be the sole way for a business to survive. The main objective of the study is to examine the impact of e-banking on customer satisfaction in Nepalese Commercial Bank. The study collected primary data by using structured questionnaire techniques from 200 respondents who are enjoying banking services. The study is based on descriptive, cause and effect research design. This study used quantitative method for data collection for the purpose of analysis. Mainly structured questionnaire survey was used to generate responses based on which statistical analysis is done to test hypothesis. The sampling technique for the study followed i.e Convenience Sampling. Customer Satisfaction is considered as dependent variables where as personalization, ease of use, cost and security are considered as independent variables and their correlation and regression was generated from SPSS and analyzed. Results of the study have revealed that there is positive relationship between four dimensions and level of customer satisfaction. The findings revealed that, security was the most impactful variable on satisfaction of customers from e-banking.
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Pages:25-31
How to cite this article:
Nisha Belbase, Sandip Paudel "Impact of E-banking on customer satisfaction". International Journal of Management and Commerce, Vol 5, Issue 1, 2023, Pages 25-31
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