IMPACT OF ELECTRONIC BANKING SERVICES ON CUSTOMER SATISFACTION: A BUSINESS RESEARCH STUDY

Muhammad Faisal Bhatti; Raja Nabeel Sajid; Muhammad Ali Awan

Authors

Muhammad Faisal Bhatti Author
Raja Nabeel Sajid Author
Muhammad Ali Awan Author

Keywords:

Electronic Banking Services, Customer Satisfaction, Digital Banking, Automated Teller Machines (ATM’s), Mobile Banking, Internet Banking, Electronic Fund Transfer, Service Quality, Banking Sector, Technology-Driven Services, Pakistan

Abstract

This study examines the effect of electronic banking services on customer satisfaction within the banking sector. The research focuses on how different dimensions of electronic banking—such as electronic billing, electronic fund transfer, mobile banking, automated teller machines, internet banking, and online shopping—influence customers’ overall satisfaction with banking services. A quantitative research approach was adopted, using survey data collected from salaried individuals. Statistical techniques including descriptive analysis, correlation, and regression were employed to analyze the data. The findings indicate a positive and significant relationship between electronic banking services and customer satisfaction, highlighting the importance of technology-driven banking solutions in enhancing service quality and customer experience.