Satisfaction Levels of Customers With Online Banking Sectors in Nepal

Abstract

This study delves into the satisfaction levels of customers within the online banking sector in Nepal, focusing on accessibility, reliability, ease of use, and security of e-banking services. Employing a survey research design supplemented with questionnaires and semi-structured interviews, data were collected from 60 individuals, utilizing convenience sampling for its efficiency and accessibility. The primary aim was to understand consumer responses to the e-banking services offered by commercial banks in Nepal.

The study's methodology involved distributing questionnaires digitally via email, ensuring the confidentiality of responses and active engagement with respondents. The collected data were meticulously reviewed and analyzed using MS Excel, employing both qualitative and quantitative research methods for a comprehensive analysis.

The findings show the critical significance of accessibility in online banking services. Dependability emerged as another key factor, with users valuing the accuracy of information, regular updates, and comprehensive details about products and services. Moreover, the ease of use was identified as crucial for customer satisfaction, with users emphasizing comprehensible language and user-friendly interfaces. Security measures also played a pivotal role in shaping customer satisfaction. Users prioritize digital security measures, particularly confidentiality assurances for transactions conducted on the bank's website.