SERVICE QUALITY OF E-BANKING AND CUSTOMER SATISFACTION

Raju Bhai Manandhar

ISBN 10: 6207652096 / ISBN 13: 9786207652099

Edité par LAP LAMBERT Academic Publishing Jun 2024, 2024

A propos de cet article

Neuware -Electronic banking has enabled banks to improve their customer service quality by speeding up most routine banking transactions and by providing anywhere and anytime banking. This study examines the relationship and the impact of service quality on customer satisfaction in commercial banks. This study selected 400 e-banking users in Nepalese commercial banks as respondents by adopting a judgmental sampling technique and collecting primary data using survey questionnaires. The result shows that there are effects of tangibility, efficiency, and security on customer satisfaction, while, there are no effects of reliability and responsiveness in e-banking. Bankers need to invest in both the physical and digital presentation of e-banking services, such as user-friendly website interfaces, mobile app designs, and clear, visually appealing communication materials.Books on Demand GmbH, Überseering 33, 22297 Hamburg 92 pp. Englisch.

N° de réf. du vendeur 9786207652099

Détails bibliographiques

• Titre: SERVICE QUALITY OF E-BANKING AND CUSTOMER SATISFACTION
• Éditeur: LAP LAMBERT Academic Publishing Jun 2024
• Date de parution: 2024
• Langue: anglais
• ISBN à 10 chiffres: 6207652096
• ISBN à 13 chiffres: 9786207652099
• Reliure: Taschenbuch
• État de l'article: Neu
• Dimensions: 220 L x 150 H x 6 P (en millimètres) 220 millimètres de largeur par 150 millimètres de hauteur par 6 millimètres de profondeur
• Poids: 155 grammes

A propos de ce titre

Synopsis

Electronic banking has enabled banks to improve their customer service quality by speeding up most routine banking transactions and by providing anywhere and anytime banking. This study examines the relationship and the impact of service quality on customer satisfaction in commercial banks. This study selected 400 e-banking users in Nepalese commercial banks as respondents by adopting a judgmental sampling technique and collecting primary data using survey questionnaires. The result shows that there are effects of tangibility, efficiency, and security on customer satisfaction, while, there are no effects of reliability and responsiveness in e-banking. Bankers need to invest in both the physical and digital presentation of e-banking services, such as user-friendly website interfaces, mobile app designs, and clear, visually appealing communication materials.