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.
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Inhaltsverzeichnis (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
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This study aims to analyze customer satisfaction with e-banking services offered by Nepal SBI Bank. It investigates the factors influencing this satisfaction and identifies areas for improvement in service quality. The research uses a questionnaire to gather data from a sample of bank customers.
- Customer satisfaction with e-banking services
- Factors influencing e-banking satisfaction (e.g., ease of use, security, website design)
- Customer awareness of e-banking services
- Problems faced by customers using e-banking
- Suggestions for improving e-banking services
Zusammenfassung der Kapitel (Chapter Summaries)
I. BACKGROUND OF THE STUDY: This chapter introduces the concept of e-banking, defining it and outlining its various components, including ATMs, online banking, and mobile banking applications. It discusses the increasing use of e-banking and the technological advancements supporting it. The chapter also highlights the importance of security in e-banking and the potential challenges associated with customer trust and awareness. Finally, it introduces the specific focus of the study on Nepal SBI Bank, emphasizing the relationship between e-banking and customer satisfaction, establishing e-banking as the independent variable and customer satisfaction as the dependent variable. It also introduces several key questions driving the research.
II. RESEARCH METHODOLOGY AND DESIGN: This section details the research design, including the population and sample size used in the study. It describes the data collection procedures and methods of data analysis employed to determine customer satisfaction levels with the bank's e-banking services. The methodology section is crucial in establishing the validity and reliability of the research findings.
III: DATA INTERPRETATION AND FINDINGS: This chapter presents the results of the study, analyzing customer satisfaction across various aspects of the e-banking services offered by Nepal SBI Bank. It analyzes data related to customer profiles, satisfaction with e-banking products, website design, security and privacy, ease of use, computer self-efficacy, perceived costs, and responsiveness of the bank. The analysis provides a comprehensive overview of customer perceptions and experiences, identifying areas of strength and weakness in the bank's e-banking offerings.
IV: FINDINGS AND DISCUSSION: This section synthesizes the research findings presented in the previous chapter. It will likely discuss the overall level of customer satisfaction with Nepal SBI Bank's e-banking services, highlighting key trends and patterns observed in the data. This chapter will also consider the implications of the findings and may offer suggestions for improvement. It will likely delve into action, practical, and research implications of the study’s conclusions.
Schlüsselwörter (Keywords)
e-banking services, customer satisfaction, Nepal SBI Bank, online banking, internet banking, security, privacy, ease of use, website design, customer awareness
Frequently Asked Questions: Analysis of Customer Satisfaction with E-Banking Services of Nepal SBI Bank
What is the overall purpose of this study?
This study analyzes customer satisfaction with e-banking services provided by Nepal SBI Bank. It aims to identify the factors influencing satisfaction and pinpoint areas for service improvement. The research utilizes a questionnaire to collect data from a sample of bank customers.
What are the key themes explored in this research?
The key themes include overall customer satisfaction with e-banking services, the factors affecting this satisfaction (such as ease of use, security, and website design), customer awareness of e-banking services, problems encountered by customers, and suggestions for enhancing e-banking services.
What is the structure of the study's report?
The report is structured into four main sections: I. Background of the Study; II. Research Methodology and Design; III. Data Interpretation and Findings; and IV. Findings and Discussion. Each section provides a detailed overview of a specific aspect of the research, progressing logically from the introduction and methodology to the results and their interpretation.
What does the "Background of the Study" section cover?
This section introduces e-banking, defining its components (ATMs, online banking, mobile banking), discussing its growing use and technological advancements. It emphasizes the importance of security, potential challenges regarding customer trust and awareness, and focuses specifically on Nepal SBI Bank, establishing the relationship between e-banking (independent variable) and customer satisfaction (dependent variable).
What is included in the "Research Methodology and Design" section?
This section details the research design, including the population and sample size. It explains the data collection procedures and the methods of data analysis used to determine customer satisfaction levels with the bank's e-banking services. This section is crucial for validating and ensuring the reliability of the research findings.
What are the main aspects of data interpretation and findings?
This chapter presents the study's results, analyzing customer satisfaction across various aspects of Nepal SBI Bank's e-banking services. The analysis covers customer profiles, satisfaction with e-banking products, website design, security and privacy, ease of use, computer self-efficacy, perceived costs, bank responsiveness, and overall customer satisfaction levels. The analysis provides a comprehensive view of customer perceptions and experiences.
What does the "Findings and Discussion" section encompass?
This section synthesizes the research findings, discussing the overall customer satisfaction level with Nepal SBI Bank's e-banking services and highlighting key trends and patterns in the data. It considers the implications of these findings and offers suggestions for service improvement, addressing action, practical, and research implications.
What keywords best describe this research?
The keywords are: e-banking services, customer satisfaction, Nepal SBI Bank, online banking, internet banking, security, privacy, ease of use, website design, and customer awareness.
What specific aspects of e-banking services were evaluated in the study?
The study evaluated customer satisfaction with several key aspects of e-banking, including: e-banking products, website design, security and privacy, perceived ease of use, computer self-efficacy, perceived cost/charges, bank responsiveness, and overall customer satisfaction level.
What type of data collection method was used in this study?
The study employed a questionnaire to gather data from a sample of Nepal SBI Bank customers.
- Citation du texte
- Sanjeev Pradhan (Auteur), 2019, Customer satisfaction towards e-banking services offered by NEPAL SBI Bank LTD, Munich, GRIN Verlag, https://www.grin.com/document/504153
