ABSTRACT

Today’s world is one with increasing online access to services. One part of this which is growing rapidly is online banking. Customer satisfaction is imperative for the incessant survival of any organization around the world. Purpose – This study aims to provide an analysis of the customer attitude and customer satisfaction toward three banking services technologies namely, automated teller machines (ATMs), mobile banking and internet (online) banking. The study started by conducting an correlation and Regression analysis, on the valid responses received from a convenience sample of bank customers. This research work intends to investigate the impact of E-banking variables on Customer Attitude and customer satisfaction in Nagpur District. Data has been gathered through questionnaire from 200 E-banking users as respondents, from different region in Nagpur district. Results of the study have revealed that there is momentous relationship between service quality dimensions and customer satisfactionin E-banking in Nagpur District. Through this study we can conclude that service quality in E- quality dimensions have a significant impact on the customer satisfaction of internet bankinge customers. Each of the dimension namely efficiency, system availability, fulfillment, privacy, e contact, responsiveness and contact individually contribute 70% to the overall customer satisfaction in internet banking. Keywords: E-banking Services Quality, Customer Satisfaction, Customer Attitude
Publication date: 25/09/2021

https://ijbpas.com/pdf/2021/September/MS_IJBPAS_2021_SEPT_SPCL_1008.pdf

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https://doi.org/10.31032/IJBPAS/2021/10.9.1008