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The Impact of E-Banking on Customer Satisfaction: Evidence from Banking Sector of Pakistan

Author

Listed:
  • Areeba Toor
  • Mudassir Hunain
  • Talha Hussain
  • Shoaib Ali
  • Adnan Shahid

Abstract

Customer satisfaction is imperative for the incessant survival of any organization around the world. This research work intends to investigate the impact of E-banking variables on customer satisfaction in Pakistan. Five service quality dimensions; reliability, responsiveness, assurance, tangibles and empathy, derived from the SERVQUAL model with support of literature review have been selected as forecasters of customer satisfaction in E-banking. Research design of the study is quantitative. Data has been gathered through already tested questionnaire from 264 E-banking users as respondents, from different cities of Pakistan. Results of the study have revealed that there is momentous relationship between service quality dimensions and customer satisfaction in E-banking in Pakistan, with more weightage of reliability, responsiveness and assurance among the five dimensions. Through this study we can conclude that service quality in E-banking leads to satisfied customers and thus banks can gain competitive advantage by offering better-quality services to their customers in today¡¯s emulous world.

Suggested Citation

  • Areeba Toor & Mudassir Hunain & Talha Hussain & Shoaib Ali & Adnan Shahid, 2016. "The Impact of E-Banking on Customer Satisfaction: Evidence from Banking Sector of Pakistan," Journal of Business Administration Research, Journal of Business Administration Research, Sciedu Press, vol. 5(2), pages 27-40, October.
    • Handle: RePEc:jfr:jbar11:v:5:y:2016:i:2:p:27-40
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    Citations

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    Cited by:

    1. Ugwuja, V. C. & Odum, F. N. & Amanye, A. B., 2023. "Effects of E-Banking Service Qualities on Customer Satisfaction among Agripreneurs in Obio/Akpor Local Government Area of Rivers State, Nigeria," Nigerian Agricultural Policy Research Journal (NAPReJ), Agricultural Policy Research Network (APRNet), vol. 10(1), June.
    2. Nur Ain Mohd Paiz & Mass Hareeza Ali & Abdul Rashid Abdullah & Zuraina Dato Mansor, 2021. "The Effects of Service Quality on Satisfaction and Purchase Intention in Mobile Commerce," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(4), pages 1-36, July.
    3. Jamil Hammoud & Rima M. Bizri & Ibrahim El Baba, 2018. "The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector," SAGE Open, , vol. 8(3), pages 21582440187, July.
    4. Baljinder Kaur & Sood Kiran & Simon Grima & Ramona Rupeika-Apoga, 2021. "Digital Banking in Northern India: The Risks on Customer Satisfaction," Risks, MDPI, vol. 9(11), pages 1-18, November.
    5. Sadia Khatoon & Xu Zhengliang & Hamid Hussain, 2020. "The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.

    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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