Modern Banking and Customer Satisfaction

Purpose – The purpose of this paper is to measure customer’s satisfaction towards the development in the banking services due to the innovative technology and it also discusses the different kinds of modern banking services which are useful to enhance customer satisfaction. Design/methodology/approach – The approach of structured questionnaire was used to collect the data from the sample size of 120 bank users. Sample was consisting on different groups based on age, income, occupation and gender group. The collected data from sample was then analyzed by using SPSS. Regression and correlation tools were used to test the all hypothesis. Findings – The results indicate that there is significant relationship between all the independent variables and dependent variable but the intensity of each relationship is different. Responsiveness and reliability have strong relationship with customer satisfaction while the rest of the variables as security, awareness, ease of use and trust have moderate relationship with the customer satisfaction. Practical implications –This study will help the bankers to understand that the modern banking services are the main reasons of customer satisfaction. So the bankers should focus on these services, by improving the services with innovative development being used in services industries