- DOI: 10.53730/ijhs.v6ns3.6227
- Corpus ID: 248310938
The impact of electronic banking on customer satisfaction
- Teketel Agafari Ansebo , D. Gaywala
- Published in International Journal of… 18 April 2022
- Business, Computer Science, Economics
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The effect of e-banking service quality on customers satisfaction and loyalty, exploring the effect of electronic banking services on the satisfaction level of maskan bank’s customers using the kano model: a case study of the customers of maskan bank branches in mashhad, the effect of digital banking service quality on customers’ satisfaction: the mediating role of brand image in the case of commercial bank of ethiopia, 30 references, e-banking functionality and outcomes of customer satisfaction: an empirical investigation, evaluation of customer satisfaction on bank services : an empirical analysis, relationship between customer satisfaction and mobile banking adoption in pakistan, an empirical investigation of the turkish consumers’ acceptance of internet banking services, adoption of electronic banking system in ethiopian banking industry: barriers and driver, provision of electronic banking in the uk and the republic of ireland, the mobile commerce prospects. a strategic analysis of opportunities in the banking sector, a conceptual framework for understanding e-service quality : implications for future research and managerial practice, e-business: application of software and technology in selected ethiopian banks: issues and challenges, a longitudinal assessment of consumer satisfaction/dissatisfaction: the dynamic aspect of the cognitive process, related papers.
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The Impacts of Electronic Banking on Customer Satisfaction in Ethiopian Banking Industry (The Case of Dashen and Wogagen Banks in Gondar City)
84 Pages Posted: 14 Nov 2013 Last revised: 14 Mar 2015
Milion Tafa
Independent
Date Written: September 15, 2013
This study presents what impact electronic banking has on customer satisfaction in comparing with traditional brick and mortar banking service, its relationship with that of age, occupation and education, its impact on branch visits, the level of customer understanding about e-banking and the opportunities and challenges of e-banking. The paper tried to see all the above among 402 properly filled and returned questionnaires of e-banking customers and interview with four branches of the two commercial banks which have started e-banking service in Gondar City when this study was conducted. The study used tables, percentages, chi-square independency test to see the relationship between demographic characteristics and e-banking, independency t-test to see the visits of branches before and after e-banking by customers is significant or not and regression analysis test has been conducted to explain the variables which determine customers’ satisfaction in e-banking. The results of the study implied that majority of users of e-banking are the young, the educated, salaried and students, business men and women are not actively using the service of e-banking and there is also a relationship between e-banking and demographic characteristics, e-banking currently provided for saving and current accounts holders only, e-banking has improved customer satisfaction, reduced frequency of bank hall for banking service, reduced waiting time for customers, there are customers who don’t know the fee charged for being e-banking users, the bank customers’ satisfaction increased after being e-banking users, enabled customers to control their account movements and there is high opportunity to expand e-banking service in the city.
Keywords: electronic banking, customer satisfaction, mortar and brickbanking, types of e-banking, relationship b/n e-banking and demographic characterstics
JEL Classification: M10
Suggested Citation: Suggested Citation
Milion Tafa (Contact Author)
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Impact of Electronic Banking on Customer satisfaction A case study on Hatton National Bank PLC, Colombo district, Sri Lanka
— Purpose: Nowadays, the banks are mainly focusing on promoting the concept of e-banking among their customers since it can provide speedier, faster and reliable services to the customers better than traditional banking. Therefore, the purpose of this research is to explore the impact of e-banking on the customer satisfaction within the HNB PLC, Colombo district in Sri Lanka. Methodology: The researcher used primary as well as the secondary source of data where the required primary data was collected through questionnaires and interviews. The random sampling technique was used to recruit 210 customers representing the desired range of demographic variables (educational level, occupation, gender and age). Three interviews were conducted with two customers and an employee of HNB PLC in depth to achieve the research objectives. An analysis of data was done by the use of SPSS version of 21. Findings: The results showed that impact of e-banking had a positive effect on Hatton National Bank PLC's customers. It is because, all variables namely convenience, reliability, responsiveness, security and costs correlated with a strong positive relationship, and their significance level is below 0.05. The study also indicates that convenience, security and costs (fees and charges) are the main factors contributing to satisfy the customers of e-banking in HNB PLC. Originality/value: The research was developed based on the existing knowledge from previous researchers regarding what constitutes e-banking service. The study offering key recommendations towards HNB PLC's decision making to further enhance the level customer satisfaction in e-banking.
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The dynamics of service quality and satisfaction of customer on banks situated in various countries indicates that earlier studies offered no consensus over the subject, to confirm the issues and trends of these factors which regulate service quality and customer satisfaction. The purpose of this study was to examine the relationship between the dimensions of E-Banking service quality and customer satisfaction in Vashi, Navi Mumbai .Data were gathered using a survey instrument, which was distributed among bank clients. The data were statistically analyzed using structural equation modelling with SPSS. 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.
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Dr. Vijay M. Kumbhar
This study evaluates major factors (i.e. service quality, brand perception and perceived value) affecting on customers' satisfaction in e-banking service settings. This study also evaluates influence of service quality on brand perception, perceived value and satisfaction in e-banking. Required data was collected through customers' survey. For conducting customers' survey likert scale based questionnaire was developed after review of literature and discussions with bank managers as well as experts in customer service and marketing. Collected data was analyzed using principle component (PCA) using SPSS 19.0. A result indicates that, Perceived Value, Brand Perception, Cost Effectiveness, Easy to Use, Convenience, Problem Handling, Security/Assurance and Responsiveness are important factors in customers satisfaction in e-banking it explains 48.30 per cent of variance. Contact Facilities, System Availability, Fulfillment, Efficiency and Compensation are comparatively less important because these dimensions explain 21.70 per cent of variance in customers' satisfaction. Security/Assurance, Responsiveness, Easy to Use, Cost Effectiveness and Compensation are predictors of brand perception in e-banking and Fulfillment, Efficiency, Security/Assurance, Responsiveness, Convenience, Cost Effectiveness, Problem Handling and Compensation are predictors of perceived value in e-banking.
International Journal of Management and Social Sciences (IJMSS)
venugopal posina
The aim of this research article is to study the satisfaction levels in using of Internet Banking Services and to analyze the causes for not using of Internet Banking Services and also to determine the perceived importance of diverse Internet Banking Services in Tirupati area of Andhra Pradesh. As for the methodology of the present investigation, it is based on both primary and the secondary data had to be
Management Science Letters
reza moayeri
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Publisher ijmra.us UGC Approved
Internet banking is considered as one of the major services introduced by the banking sector recently to improve the satisfaction level of the customers providing more efficient and comfortable services. However, there is no sufficient empirical evidences whether the internet banking service qualities improve the customer satisfaction. Therefore, this study attempted to explore how internet banking service qualities affect the customer satisfaction? The data were collected from the 285 customers who are using internet banking services in Bank of Ceylon, Panadura Branch for the structured questionnaire conducting face-to-face interviews. Data were analyzed using Partial Least Squares-Structural Equation Modelling. The study tested seven hypotheses between seven dimensions of internet banking service qualities and customer satisfaction. The results revealed that contact, efficiency, system availability and compensation have significant positive impact on customer satisfaction while fulfilment, privacy and responsiveness did not have significant effect on the level of customer satisfaction. Results further revealed that the contact and efficiency are the most effected factors which improve the satisfaction level of the customers who are using internet banking. The empirical evidences helped to understand the relative efficacy of the service qualities of internet banking which will help policy makers to develop quality dimensions to improve customer satisfaction in order to expand the customer retention of banking sector.
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Electronic banking or e-banking is automated delivery of new and traditional banking products and services directly to the customer through electronic communication like computer, ATMs, and internet websites. The customer satisfaction level based on the analysis of data relating to 200 respondents indicates that there is significant correlation between age and occupation with other factors. In the analysis it was observed that particular age group have used these services, the satisfaction of the customer majorly influenced the convenience, awareness, and responsiveness. In the present technology society, most of the banking customer prefer and switch to e-banking facilities. So the banker may improve their services, loyalty to customers and their retention by increasing awareness of other age groups and concentrating on the factors contributing customer satisfaction.
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"The Impact of e-banking Service Quality on Customer Satisfaction: Evidence fro m the Lebanese Banking Sector," SAGE Open, vol. 8, no. 3, 2018. doi: 10.1177/2158244018790633 .
the Open University of Tanzania a dissertation entitled: "The Impacts Of Electronic Banking On Customer Satisfaction In Tanzania Banking Industry: The Case of ... Technology is making a tremendous impact upon banks in general and the financial services sector is no exception. The application of information and communication
ces have significantly improved customer satisfaction15 of the respondents representing 27.8 percent strongly agree electronic banking products and servi. es have significantly improved customer satisfaction.18 of the respondents representing 33.3 percent agree electronic banking products and servi. 27.8.
the impact of electronic banking on customer satisfaction: in commercial banks of ethiopia the case of commercial bank of ethiopia's: north addis ababa district by tale birhanu a thesis submitted to addis ababa university, college of business and economics graguate studies in partial fullfilment of the requirements for the degree of
and banks shifted towards providing advanced electronic banking services and using new technologies. Providing high quality service is the key to attain customer satisfaction and loyalty. The main purpose of the study is to assess the effect of E-banking service quality on customer satisfaction and loyalty of Dashen Bank.
According to Lustsik (2004), using a bank's electronic services offers clients a chance to be cost effective in performing transactions, not only ... Hussain T., Ali S., Shahid A. (2016). The impact of E-Banking on customer satisfaction: Evidence from banking sector of Pakistan. Journal of Business Administration Research, 5(2), 27-40. Crossref.
effect of digital banking on customer satisfaction: the case of commercial bank of ethiopia in addis ababa addis ababa university school of commerce department of marketing management by eyasu fekadu id gse/6900/12 a thesis submitted to addis ababa university, school of
The results showed an increase in the number of papers published each year, with a focus on topics such as customer satisfaction, customer loyalty, and customer unswerving behavior. This literature review paper aimed to examine the influence of digital banking on customer satisfaction and loyalty in commercial banks through a systematic literature review. The researcher conducted a ...
The results showed that there is a statically significant impact of the overall service quality dimensions on electronic banking customer satisfaction. In this research the gap between perception and expectation of e-banking is analyzed by using paired t-test and it shows statically significant gap between perception and expectation of e ...
customers into electronic banking is far from been realized. The general aim of the study was to determine the effect of electronic banking and customer satisfaction among first tier bank in Nairobi Town. The study was hinged on diffusion innovation theory and contrast theory. The study adopted a
impact of electronic banking service on customer satisfaction in addis ababa (t he case of selected commercial banks) by surafel ephrem mengesha id sgs/0382/2007a a thesis submitted to st. mary's university, school of graduate studies in partial fulfillment of the requirements for the award of the degree of master of business administration ...
Customer Satisfaction and E-Banking One main objective of this research is to understand to what extent the quality of electronic services offered by banks would affect the satisfaction of the customer in the Lebanese banking sector. According to Grönroos (1998), there is a steady and positive relationship that gathers both the E-service ...
Signature. niversity, Addis AbabaJune, 2017 Endorsement This thesis entitled with "the effect of E-banking service quality on customer satisfaction: A case study of CBE on selected grade four branches in Addis Ababa" has been submitted to St. Mary's University school of graduate studies for MBA in project management program with.
A study of the effects of usage of electronic banking on customer satisfaction: A case study of first national bank Zambia, Commercial suite branch. June 2020 DOI: 10.13140/RG.2.2.18681.08806
The results showed that there is a statically significant impact of the overall service quality dimensions on electronic banking customer satisfaction. In this research the gap between perception and expectation of e-banking is analyzed by using paired t-test and it shows statically significant gap between perception and expectation of e ...
The study examined Factors that affecting E-banking satisfaction in commercial bank of Ethiopia. A total of 340 questionnaires for customers and 67 for employee at e-payment department were properly filled and returned and two interviews questions are prepared and asked for two managers and one team leaders of e-payment were conducted and also random sampling were employed.
banking customer satisfaction, while ease of use does not have a significant impact ... (UK Essays, 2018). Although electronic banking was ... significant impact on customer satisfaction. The elements considered are security and privacy, responsiveness, reliability and ease of use of E-banking services. ...
independent variables considered, as follows: Hypothesis 1 (H1): The efficiency of E-Banking se. vices positively affects customer satisfaction. Hypothesis 2 (H2): The reliability of E-Banking se. vices positively affects customer satisfaction. Hypothesis 3 (H3): The security and privacy of E-Banking se.
The study sought to find out the effects of mobile banking to customer satisfaction among non-business customers in Tanzania, a case of ACB bank in Dar es salaam, the study adopted a case study design on a sample size of 50 respondents who were selected through simple random sampling from a target population, bank customers.
Abstract. This study presents what impact electronic banking has on customer satisfaction in comparing with traditional brick and mortar banking service, its relationship with that of age, occupation and education, its impact on branch visits, the level of customer understanding about e-banking and the opportunities and challenges of e-banking.
Impact of Electronic Banking on Customer satisfaction A case study on Hatton National Bank PLC, Colombo district, Sri Lanka ... G., Tilahun, A. and Tafa, M.A. (2016) 'The impact of electronic banking on customer's satisfaction in Ethiopian banking industry', Journal of Business and Financial Affairs, 5(2), pp. 4-10. ... Wang, C. and Wang ...
How to Cite: Ansebo, T. A., & Gaywala, D. S. (2022). The impact of electronic banking on customer satisfaction: A case of commercial bank of Ethiopia Hossana town branches.
The following are the hypotheses of the study: H 1: E-banking services has no significant impact on customer satisfaction. H 2: E-banking services has no significant benefits in associated with ...