Impact Of E-Banking On Customer Satisfaction In Nepalese Commercial Banks
Abstract
The purpose of this study is to explore the influence that electronic banking services, including as automated teller machines (ATMs), mobile banking, and online banking, have on the level of customer satisfaction in Nepalese commercial credit institutions. In order to investigate the perspectives and experiences of customers, a mixed-methods strategy is utilized, which consists of conducting interviews and surveys. The findings indicate that the utilization of e-banking services results in a considerable increase in customer satisfaction by enhancing accessibility, convenience, and the effectiveness of transactions. The research shows the significance of service quality parameters such as responsiveness, security, and reliability in determining the level of satisfaction with a product or service among customers. The findings offer banks and financial institutions significant information that can be used to optimize their e-banking strategies and improve client experiences within the rapidly changing landscape of digital banking.
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