Relationship between Electronic Banking and Customer Satisfaction

Shaun Mendonsa; Akash Shukla; Akash; Venkata Veda Vyas Dega

Relationship between Electronic Banking and Customer Satisfaction

Author : Shaun Mendonsa, Akash Shukla, Akash, Venkata Veda Vyas Dega Journa Name: INTERNATIONAL JOURNAL OF SCIENTIFIC RESEARCH AND ENGINEERING TRENDS Country : India Volume: 9 issue: 6 Year: 2023 Views : 449

Abstract:

This research paper explores the relationship between electronic banking and customer satisfaction in the banking sector of India. The main objective of this study is to investigate the impact of e-service quality on customer satisfaction in the banking sector. The study uses a mixed research approach, comprising both descriptive and analytical research. A survey consisting of 12 questions was conducted, and the responses were collected from 59 respondents. The study found that e-service quality is the most significant factor impacting customer satisfaction in the banking sector. The study concludes that banks can gain a competitive advantage by focusing on the quality of electronic banking services, which helps attract and retain a strong customer base. Limitations of the study are also discussed, and suggestions for future research are provided.