IMPACT OF E- BANKING ON CUSTOMER SATISFACTION: A CASE STUDY OF DISTRICT SHAHEED BENAZIR ABAD, SINDH PAKISTAN

Abstract

This research aims to investigate how electronic banking influences customer satisfaction and find out the relationship between electronic banking and customer satisfaction in the district Shaheed Benazir Abad. This study aims to provide vital and valid information to the bankers about customer satisfaction who are users of e-banking in district SBA. The statistical population consists of 200 customers who are actively engaged in using of electronic services. A closed ended structured questionnaire are used to gather data through survey method and random sampling is used together information from the customers of e-banking. ANOVA, correlation and multiple regression are used by taking efficiency, reliability, security and privacy, responsiveness and ease of use as independent variables and customer satisfaction as dependent variable. After applying correlation and multiple regression analysis on the gathered primary data, we concluded that in the correlation table all independent variables have positive and significant relationship with customer satisfaction and multiple regression show that reliability, responsiveness and ease of use have positive and significant impact on the customer satisfaction, while efficiency and security & privacy have insignificant impact on the customer satisfaction.