Online Banking Services and Customer Satisfaction in Nepalese Commercial Banks
Keywords:
Online Banking, Service Quality, Tangibility, Reliability, AssuranceAbstract
The advent of online banking has brought significant changes to the banking industry by altering the ways of financial services. This study examines the satisfaction level of customers on online banking services in Nepalese commercial banks. It investigates the evolving scenario of online banking services in Nepal, where traditional brick-and-mortar banking has been progressively complemented and even replaced by digital platforms. The study employs a comprehensive methodology, combining quantitative analysis and customer perception surveys to assess how the adoption of online banking practices influences the satisfaction level of e-banking customers of commercial banks in Nepal. The study is based on quantitative research approach with a structured questionnaire through primary data collection by stratified random sampling. The findings highlight both the positive and negative aspects of this transition, considering factors such as tangibility, reliability, responsiveness, assurance, and empathy. This research contributes to the understanding of how online banking is reshaping customer expectations and experiences within the Nepalese banking sector, offering insights that can guide banks in enhancing their online banking services while maintaining a high standard of service quality. As Nepal navigates its digital transformation journey, the implications of this study are crucial for banks aiming to effectively align their strategies with the evolving preferences of their customers in the field of e-banking.
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