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Factors Affecting On Customers’ Satisfaction In E-Banking: Some Evidences Form Indian Banks

Author

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  • Vijay M. KUMBHAR

    (Abasaheb Marathe College, Rajapur (Maharashtra) 416702, India)

Abstract

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.

Suggested Citation

  • Vijay M. KUMBHAR, 2011. "Factors Affecting On Customers’ Satisfaction In E-Banking: Some Evidences Form Indian Banks," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 3(4), pages 1-14, December.
    • Handle: RePEc:rom:mrpase:v:3:y:2011:i:4:p:1-14
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    Citations

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    Cited by:

    1. Wajeeha Aslam & Ayesha Tariq & Imtiaz Arif, 2019. "The Effect of ATM Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Analysis," Global Business Review, International Management Institute, vol. 20(5), pages 1155-1178, October.
    2. Mohan Khanal & Sudip Raj Khadka & Harendra Subedi & Indra Prasad Chaulagain & Lok Nath Regmi & Mohan Bhandari, 2023. "Explaining the Factors Affecting Customer Satisfaction at the Fintech Firm F1 Soft by Using PCA and XAI," FinTech, MDPI, vol. 2(1), pages 1-15, January.
    3. Johan W de Jager & Nuri Wulandari & Elizma Wannenburg, 2020. "Cross Country Analysis of Online Banking Service Quality in South Africa and Indonesia," Eurasian Journal of Economics and Finance, Eurasian Publications, vol. 8(4), pages 194-203.
    4. Talla Aldeehani, 2018. "Efficiency and client satisfaction of Islamic and conventional banks: A bilateral effect," Business and Economic Horizons (BEH), Prague Development Center, vol. 14(2), pages 282-299, April.
    5. Abbas Keramati & Hajar Ghaneei & Seyed Mohammad Mirmohammadi, 2016. "Developing a prediction model for customer churn from electronic banking services using data mining," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 2(1), pages 1-13, December.
    6. Karmawan, Karmawan & Suhaidar, Suhaidar, 2019. "Effect of Online Systems Quality, Banking Service Product Quality and Customer Trust on the Success of BRI Syari'ah E-Banking Information System," MPRA Paper 91578, University Library of Munich, Germany.
    7. Hani AlHaliq & Ahmad AlMuhirat, 2016. "Customer Satisfaction with Electronic Banking Services in the Saudi Banking Sector," Asian Social Science, Canadian Center of Science and Education, vol. 12(5), pages 139-139, May.
    8. Boshkoska Meri & Sotiroski Kosta, 2018. "An empirical study of customer usage and satisfaction with e-banking services in the Republic of Macedonia," Croatian Review of Economic, Business and Social Statistics, Sciendo, vol. 4(1), pages 1-13, June.
    9. Mohammed Sani Abdullahi & Bashir Mikail Usman & Fatima Binta Salisu & Yusuf Suleiman Muhammad, 2018. "Investigating the Effect of Convenience, Accessibility and Reliability on Customer Satisfaction in the Nigeria Banking Industry," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 6(3), pages :296-314, March.

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