Customers’ Satisfaction Towards Online Banking — An Analysis
7 Pages Posted: 31 Jan 2019
Date Written: January 17, 2019
Abstract
Purpose – The purpose of this paper is to find out whether the online banking customers have satisfied towards online banking services and its process. A comprehensive review of academic and professional literature indicates that online baking provides useful services and quick services to their customers timely.
Design/methodology/approach – Using qualitative and descriptive research methods, the opinion of 120 customers were analysed.
Findings – The online customers are satisfied towards online banking transactions are faster, convenient, simple to carry out, easy Process and Procedure, more reliable, safer and more secure, time taken for transactions in online banking, charges are low. Overall, the online banking is providing better service than other modes of banking.
Practical implications – Policy implications at national and international level are many.
Social implications – online banking protects environment and society through using virtual papers and so on.
Originality/value – The paper contributes to new knowledge in several ways. There are at least eight major findings from this paper, and the ideas are original.
Keywords: Online Banking, Satisfaction, E-Banking, Customer
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