Impact of Electronic Banking Quality Service on Customer Satisfaction: A Case Study of District Nowshera Khyber Pakhtunkhwa, Pakistan
Abstract
Electronic banking has become a vital component of modern banking, providing clients with efficiency, convenience, and accessibility. The purpose of this research is to analyze the impact of electronic banking quality service on customer satisfaction in district Nowshera of Khyber Pakhtunkhwa. The study estimates several dimensions of the quality of service in electronic banking that is, Reliability, Efficiency, Safety, satisfaction, and quality service and estimates the dimension that has the strongest influence on customer satisfaction. The researcher used primary data and used the sampling procedure to collect the data. The correlation coefficient and Anova test were used to estimate the data and compare the results through statistical software SPSS (23). The estimated result shows that all the target dimensions of electronic banking quality service have a positive impact on customer satisfaction, with safety having the strongest influence. The result also shows that among the targeted banks, that is, The banks of Khyber, Alfalah and Meezan Bank. The customers of The Bank of Khyber are highly satisfied from the electronic banking quality service. It is concluded that the electronic banking quality service is secure, efficient, and dependable for the customers of District Nowshera.
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