IMPACT OF E-BANKING ON CUSTOMER SATISFACTION

Abstract

Technology has played a crucial role in the improvement of diverse aspects of life. It has made many things simpler for the human race, (Rust & Oliver, 1994). It has now become a major component of improving banking services, particularly in the field of electronic banking and services. E-Banking depends on the use of technology to share information between consumers and service providers, which eliminates face-to - face contact. The huge growth in the use of e-banking has changed the way companies work and has had an impact on the customer's insights and beliefs. In developed countries, the banking sectors have shifted towards e-services as early as the start of 90’s. The main goal behind this was to achieve the sustainability and efficiency in the changing work environment where the needs and demands of dynamic customer’s likes/dislikes could be fulfilled. One of the major need was the activities being done in a faster pace, which means the transactions at that time took much more time when there was no trend of electronic or internet banking.