A STUDY ON THE EFFECTS OF E- BANKING SERVICE FACTORS ON CUSTOMER SATISFACTION

Abstract

The primary goal of this research paper is to investigate factors that may influence customer satisfaction in E-banking services, as well as to evaluate major factors such as service quality, customer loyalty, customer perceived value, and CRM as they relate to customer satisfaction in E-banking services. Furthermore, the study seeks to comprehend the relationship between recognised criteria and consumer happiness. To quantify customer satisfaction, a structured questionnaire was employed with a sample size of 351 respondents and tested using descriptive statistics, percentages, ANOVAs, correlations, and multiple regressions. A questionnaire based on a likert scale was created to perform a consumer survey. Data was collected and analysed using the principal component method in SPSS 203.0. The findings of the correlation research revealed that there is a substantial association between CRM and Customer Value, as well as between Customer Loyalty and Customer Satisfaction, and that Customer loyalty and service quality components of Ebanking Services have a greater favourable rating towards Customer Satisfaction.