| dc.description.abstract | The main purpose of the study was to analyze customer satisfaction in relation to e-banking: a case of Centenary bank Mapeera branch. The objectives of the study were; to analyze the relationship between problem resolution and customer care and e-banking, to examine the relationship between facilities and e-banking, to examine the relationship between ease of use and e-banking, to examine the relationship between account information and e-banking and to analyze the relationship between confidence and e-banking.
The current research uses a questionnaire-based primary data to uncover determinants of customer satisfaction. For conducting customers’ survey, Likert scale based questionnaire was developed after the review of literature. Collected data was analyzed using statistical methods viz. descriptive statistics, ANOVA and cross tabulation.
The cross tabulation results confirmed that problem resolution and customer care is not related to e-banking while facilities, ease of use, account information and confidence are related to e-banking.
The researcher recommended that customers can be done good to by taking on technology in banking sector which will effect in reduced cost of banking operations, convenience and in addition ease of use of e-banking services. They should learn the modern developments in e-banking and adopting these will result in larger satisfaction | |
