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Effects Of E-Banking On Consumer Satisfaction And Its Potential Challenges: A Case Of Private Banks In Punjab

Author

Listed:
  • SONIA ISMAT

    (Lecturer Institute of Management Sciences, MS (Management), Pakistan)

  • AZIZ ULLAH

    (Department of Management Science and Engineering, Xi'an University of Architecture & Technology 13. Yanta Road, Xi'an, Shaanxi, China 710055)

  • MUHAMMAD WAQAR

    (MS Finance, Mohi-ud-din Islamic University Trarkhal Pallandri AJK, Pakistan)

  • MUNEERA QURESHI

    (PhD Scholar, Qurtaba University Peshawar, Pakistan)

  • HASSAN NAWAZ

    (Department of Electrical Engineering, National University of Computer and Emerging Sciences, TD & Onsite Cloud Deployment specialist. Huawei technologies)

  • KASHIF LODHI

    (Department of Management,Economics and Quantitative Methods, Università degli Studi di Bergamo via dei Caniana 2, 24127 Bergamo (BG), Italy)

Abstract

The adoption of E-banking by private banks in Punjab has seen momentous growth in modern era. This growth can be attributed to several factors, including the increasing penetration of smartphones, improved internet connectivity, and evolving consumer preferences. The primary objective of this study was to evaluate consumer satisfaction levels concerning E-banking initiation provided by exclusive banks in Punjab, Pakistan. Additionally, the study aimed to identify the key components that influence consumer satisfaction with E-banking in private banks in Punjab. These factors include service quality, security, user experience, and innovation. To conduct this study, a quantitative cross-sectional approach was employed, and the sample size consisted of 200 customers. The obtained reliability of the study fell within an acceptable range. The results of this research provide significant insights into the complex relationship between E-banking adoption, the various influencing factors, and overall customer satisfaction levels in private banks in Punjab. Unequal access to technology and digital literacy can limit the benefits of E-banking to certain segments of the population, potentially leading to dissatisfaction among excluded groups. Banks should work on bridging this divide to ensure broader customer satisfaction. Private banks in Punjab must continue to innovate and adapt to evolving customer expectations to maximize the benefits of E-banking and maintain high levels of consumer satisfaction.

Suggested Citation

  • Sonia Ismat & Aziz Ullah & Muhammad Waqar & Muneera Qureshi & Hassan Nawaz & Kashif Lodhi, 2023. "Effects Of E-Banking On Consumer Satisfaction And Its Potential Challenges: A Case Of Private Banks In Punjab," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 12(2), pages 381-388.
    • Handle: RePEc:rfh:bbejor:v:12:y:2023:i:2:p:381-388
    DOI: https://doi.org/10.61506/01.00014
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    References listed on IDEAS

    as
    1. Waseem Ul Hameed & Asifa Jahangir & Ali Junaid Khan & Jawad Iqbal, 2022. "How to Develop Social Equity for Consumers? A Technology-Based Framework," iRASD Journal of Economics, International Research Alliance for Sustainable Development (iRASD), vol. 4(2), pages 173-186, June.
    2. Mohammed Arshad Khan & Hamad A. Alhumoudi, 2022. "Performance of E-Banking and the Mediating Effect of Customer Satisfaction: A Structural Equation Model Approach," Sustainability, MDPI, vol. 14(12), pages 1-12, June.
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