Banking Service and Customer Satisfaction Towards Online Banking: A Case Study in Khotang District

Abstract

The purpose of the study is to investigate the online banking user customers’ perception about service quality and customer satisfaction and also to explore the relationship between service quality and customer satisfaction of online banking. To conduct the analysis, 70 customers were randomly selected as respondents from five banks located in Khotang district. The questionnaire consisted of 21 questions covering five dimensions of service quality, namely, reliability, security, convenience, and ease of use. Customer satisfaction was measured using Likert scale. The SPSS descriptive statistics result shows that 28.86% of respondents were found fully satisfied with the reliability service of online banking service. Similarly, 46.69%, 49.06%, and 36.79% were found fully satisfied with the security, convenience and ease of use of online banking services. SPSS data analysis results in a Cronch Bach Alpha calculation of 0.956, indicating excellent reliability. Security, Convenience, and Ease of Use also demonstrate excellent reliability with Cronch Bach Alpha scores of 0.996, 0.935, and 0.989, respectively. The reliability analysis shows that the customer's satisfaction with online banking is excellent. Also, the hypothesis testing Reliability, Security, Convenience and Ease of Use have a relationship with customer satisfaction toward online banking.