Customer Satisfaction towards Online Banking Services
Author(s):
Anooshi Aafreen, Dr. Sunil Atulkar
Keywords:
Customer satisfaction, service quality, web design, transaction speed, privacy concern and security.
Abstract
The banking industry has been speedy developing the use of online banking a systematic and workable implement to generate customer value. It is one of the favoured services provide by the traditional banks to generate quick and dependable services to online users. With the quick development of computer technology as a mercantile too. online banking can be used to entice more customers to manage banking transactions in connected banks. This takes place due to the services occur through online banking have thus far to please their customers. Customer satisfaction is an important factor to help banks to assist aggressive edges. Consequently, the motive of this research is to explore and inspect the element which effect customer satisfaction towards online banking. The five factors which can affect customer satisfaction toward online banking involve service quality, web design, transaction speed, privacy concern and security. With the use of a questionnaire survey, 50 working respondents were engaged in this study and acknowledge concerning to the above element that effect customers’ satisfaction towards online banking. The results of this research showed that all the factors closely associate to customer satisfaction toward online banking. The results of this research depicted that service quality, privacy concern and security are the top three factors that impact customer satisfaction toward online banking.
Article Details
Unique Paper ID: 164356

Publication Volume & Issue: Volume 10, Issue 12

Page(s): 589 - 594
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