The main tool in customer satisfaction.
The banking industry has been rapidly developing the use of Internet banking as an efficient and viable tool to create customer value. It is one of the popular services offered by traditional banks to provide speedier and more reliable services to online users. With the rapid development of computer technology as a commercial tool.
Internet banking can attract more customers to perform banking transactions in related banks. However, the main problem of Internet banking faced by the providers is that many of the banks’ customers are unwilling to use the Internet banking services offered. It happened due to the services offered through Internet banking having yet to satisfy their customers.
Customer satisfaction is an essential factor in helping banks to sustain competitive advantages. Therefore, this research aims to search and examine the factors influencing customer satisfaction with Internet banking.
The five elements impacting customer satisfaction with Internet banking include service quality, web design and content, security and privacy, convenience, and speed. With a questionnaire survey, 200 working adults who participated in this study provided valuable feedback and responses about the above factors influencing customers’ decision to do Internet Banking.
This research showed that web design and content, convenience, and speed are closely linked to customer satisfaction with Internet banking. Or … The results of this research showed that web design and content, convenience, and swiftness are the top three factors that influence customer satisfaction with Internet Banking.
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