Customer satisfaction towards e-banking services offered by NEPAL SBI Bank LTD

A Case Study of Nepalese Commercial Bank

Case Study , 2019 , 16 Pages , Grade: A

Business economics - Offline Marketing and Online Marketing

This study aims to analyze the level of satisfaction of customer, their agreeableness towards e-banking services offered by Nepal SBI bank. With the growing trend of Information Communication Entertainment and Technology, it has embarked the way towards globalization. It is imperative to understand the degree of customer satisfaction towards the E-banking services provided by financial institutions in Nepal. However, the researcher has endeavored to measure and found that customer satisfaction is affected by the perceived ease of use, website contents and security of services.

It is very obvious in today's context to be sensitive towards the security of transactions from being phising and hacking of customers data and information. Hence, an ethical hacker with IT Risk Officer having expertise knowledge, government support in IT Infrastructure, Cloud Computing Environment is a must for the need of an hour to create a level of trusts in banks.

Table of Contents

I. BACKGROUND OF THE STUDY
1.1 Context Information
1.2 Statement of Problem
1.3 Objectives of the study
1.4 Limitations of the study
1.5 Theoretical framework

II. RESEARCH METHODOLOGY AND DESIGN
2.1 Research Design
2.2 Population and Sample size
2.3 Data collection procedure
2.4 Methods of Data analysis

III: DATA INTERPRETATION AND FINDINGS
3.1 Respondent’s Profile
3.2 Data Presentation and Analysis
3.2.1 Customers satisfaction towards e-banking products (EBP)
3.2.2 Customer satisfaction towards Website Design (WD)
3.2.3 Customer satisfaction towards Security and Privacy (SP)
3.2.4 Customer satisfaction towards Perceived ease of use (PEU)
3.2.5 Customer satisfaction towards their computer self-efficacy (CSE)
3.2.5 Customer satisfaction towards Perceived cost/charge (PC)
3.2.6 Customer satisfaction towards Response of bank (Responsiveness) – (R)
3.2.7 Customer satisfaction level (CS)
3.2.8 Average Mean and CV analysis of Level of Customer Satisfaction towards e-banking services of Nepal SBI Bank Ltd. (NSBL)

IV: FINDINGS AND DISCUSSION
5.2 Action Implications:
5.3 Practical Implications
5.4 Research Implications

REFERENCES

• Course: School of Commerce and Management
• Grade: A
• Author: Sanjeev Pradhan (Author)
• Publication Year: 2019
• Pages: 16
• Catalog Number: V504153
• ISBN (eBook): 9783346068941
• ISBN (Book): 9783346068958
• Language: English
• Tags: E-banking, Customer Satisfaction