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
Research Objectives and Themes
This study aims to identify the level of customer satisfaction regarding e-banking services offered by Nepal SBI Bank Ltd. It investigates the impact of various service factors on user satisfaction and highlights the awareness gap among different demographic groups.
- Analysis of e-banking product satisfaction
- Evaluation of website design and ease of use
- Assessment of security, privacy, and responsiveness
- Examination of perceived costs and computer self-efficacy
- Identification of barriers to e-banking adoption
Excerpt from the Book
1.1 Context Information
Electronic banking (e-banking) is defined as the automated delivery of new and traditional banking products and services directly to customers through electronic, interactive communication channels. E-banking includes the systems that enable financial institution, customers, individuals or businesses, to access accounts, transact business, or obtain information on financial products and services through a public or private network, including the Internet. E-Banking is also called Internet banking, on-line banking or PC banking. E-banking includes ATMs, wire transfers, telephone banking, electronic funds transfers and mobile transfer using various banking apps and credit cards.
Nowadays, internet banking sites process customer service inquiries, allow transactions from one account to another, take loan applications, open new accounts etc. In addition to the rapid use of electronic bank branches an entire financial community has suddenly offering most and financial service. As customers are visiting banks, more and more are using ATMs, home banking terminals and the internet to do their financial business. It is supported by speed of telecommunications, powerful, inexpensive computers and secured encryption. This charge to the internet is increasing the number of competitors in the market. Technology has introduced new ways of delivering banking to the customer, such as ATMs and internet banking.
Chapter Summary
I. BACKGROUND OF THE STUDY: Provides definitions of electronic banking and outlines the research problem regarding customer awareness and satisfaction levels at Nepal SBI Bank.
II. RESEARCH METHODOLOGY AND DESIGN: Details the descriptive research approach, the non-probability sampling of 75 respondents, and the primary data collection via structured questionnaires.
III: DATA INTERPRETATION AND FINDINGS: Analyzes collected data through arithmetic means and coefficients of variation to assess satisfaction across categories like security, website design, and responsiveness.
IV: FINDINGS AND DISCUSSION: Synthesizes the empirical results, revealing high satisfaction with security and privacy, but noting a critical lack of awareness among certain customer segments.
V: CONCLUSIONS AND ACTION IMPLICATIONS: Summarizes the study's conclusions, emphasizing the positive relationship between service factors and satisfaction while recommending improved bank publicity and consumer education.
Keywords
e-banking services, customer satisfaction, Nepal SBI Bank, internet banking, electronic fund transfer, website design, perceived ease of use, computer self-efficacy, responsiveness, security and privacy, perceived cost, digital banking, customer awareness, banking technology, financial services
Frequently Asked Questions
What is the core focus of this research study?
The study focuses on evaluating the level of customer satisfaction with the e-banking services provided by Nepal SBI Bank Ltd.
Which key thematic areas are addressed in the analysis?
The analysis covers critical factors including website design, security and privacy, perceived ease of use, computer self-efficacy, responsiveness, and perceived costs.
What is the primary objective of this research?
The main objective is to identify how these e-banking factors influence overall customer satisfaction and to pinpoint existing hurdles preventing widespread adoption.
What scientific methods were employed?
The study utilizes descriptive research, gathering primary data from 75 respondents via questionnaires, analyzed using MS-Excel with statistical tools like arithmetic mean and coefficient of variation.
What topics are discussed in the main body?
The main body presents the theoretical framework, the research methodology, detailed data interpretation of specific satisfaction variables, and a final discussion of findings and implications.
Which keywords define the scope of this work?
Key terms include e-banking services, customer satisfaction, digital banking, electronic fund transfer, security, and banking technology.
Why are security and privacy considered the most critical variables?
The data revealed that security and privacy achieved the highest average mean scores, indicating that customer trust in these systems is the strongest driver of their overall satisfaction.
What is the main recommendation for Nepal SBI Bank?
The author recommends that the bank should launch more aggressive publicity and advertisement campaigns to educate customers, especially senior citizens, about the benefits and usage of e-banking channels.
- Arbeit zitieren
- Sanjeev Pradhan (Autor:in), 2019, Customer satisfaction towards e-banking services offered by NEPAL SBI Bank LTD, München, GRIN Verlag, https://www.grin.com/document/504153
