Customer Satisfaction on E-Banking in Hyderabad and Naushahro Froze

Abstract

This research explored the influence on customer satisfaction regarding the E-banking transactions of banking customers in Pakistan. The aim of the study was to examine the hypotheses of the relationships between consumer perceptions and E-banking transactions. The evaluation process began with factor analysis to extract a manageable number of underlying factors contributing to the measurements of pertinent variables. The explanatory variables were measured using multiple regression analysis. The findings showed that secure transactions were the only factor that significantly influenced consumers’ perceptions of E-banking transactions. The other three factors—regulatory framework, service quality, and sufficient mechanism—were too small to matter and the hypothesis was rejected. This research adds value in the context of Pakistan's e-banking, and its strong statistical significance gives confidence that it can aptly be used as one of the fundamental researches in the area. This thesis analyzes the impact of consumer perception on the adoption and use of online banking services focusing on service quality, security, trust, perceived ease of use, technology, and how these perceptions shape consumer behavior toward e-banking. The study assesses the consumers’ responses as well as the trends in the e-banking services using mixed methods research.