E-Banking: An Empirical Study on Customer Satisfaction

Digital technologies are booming worldwide in all the sectors including the banking industry. In order to sustain in the highly competitive world, banks introduced electronic banking (E-banking) to sustain and maximize the profit of the business. From this point of view, customer satisfaction had become an important component to ensure the survival of the business. The conceptual model of the study is developed based on the SERVQUAL and TAM models. The main objective of this study is to look into the elements that has impact on the E-banking customer satisfaction. The study investigates the impact of E-banking security and privacy, responsiveness, reliability and ease of use on the customer satisfaction. The outcome will be able to provide insight into how to enhance the E- banking services in the banking industry. A total of 200 responses are obtained using convenience sampling technique. Statistical Package for the Social Sciences (SPSS) version 27 is used to perform the data analysis. Findings reveal that E-banking security and privacy, responsiveness, reliability have a significant impact on the Ebanking customer satisfaction, while ease of use does not have a significant impact on the E-banking customer satisfaction. The findings further elaborate the knowledge of E-banking customer satisfaction in the context of Malaysian customers