SERVICE QUALITY OF E-BANKING AND CUSTOMER SATISFACTION - Manandhar, Raju Bhai
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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…mehr

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Produktbeschreibung
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.
Autorenporträt
Raju Bhai Manadhar, Ph.D., MPhil, MBS (T.U.) is a  faculty member of Tribhuvan University, Public Youth Campus, since 2001. Presently he is  Deputy Director of the BBA program, head of the Marketing Department, won the best paper award at international conferences, and published dozens of research articles.