EFFECTS OF E-BANKING ON CONSUMER SATISFACTION AND ITS POTENTIAL CHALLENGES: A CASE OF PRIVATE BANKS IN PUNJAB

Sonia Ismat, Aziz Ullah, Muhammad Waqar, Muneera Qureshi, Hassan Nawaz and Kashif Lodhi
Additional contact information
Sonia Ismat: Lecturer Institute of Management Sciences, MS (Management), Pakistan
Aziz Ullah: Department of Management Science and Engineering, Xi'an University of Architecture & Technology 13. Yanta Road, Xi'an, Shaanxi, China 710055
Muhammad Waqar: MS Finance, Mohi-ud-din Islamic University Trarkhal Pallandri AJK, Pakistan
Muneera Qureshi: PhD Scholar, Qurtaba University Peshawar, Pakistan
Hassan Nawaz: Department of Electrical Engineering, National University of Computer and Emerging Sciences, TD & Onsite Cloud Deployment specialist. Huawei technologies
Kashif Lodhi: Department of Management,Economics and Quantitative Methods, Università degli Studi di Bergamo via dei Caniana 2, 24127 Bergamo (BG), Italy

Bulletin of Business and Economics (BBE), 2023, vol. 12, issue 2, 381-388

Abstract: The adoption of E-banking by private banks in Punjab has seen momentous growth in modern era. This growth can be attributed to several factors, including the increasing penetration of smartphones, improved internet connectivity, and evolving consumer preferences. The primary objective of this study was to evaluate consumer satisfaction levels concerning E-banking initiation provided by exclusive banks in Punjab, Pakistan. Additionally, the study aimed to identify the key components that influence consumer satisfaction with E-banking in private banks in Punjab. These factors include service quality, security, user experience, and innovation. To conduct this study, a quantitative cross-sectional approach was employed, and the sample size consisted of 200 customers. The obtained reliability of the study fell within an acceptable range. The results of this research provide significant insights into the complex relationship between E-banking adoption, the various influencing factors, and overall customer satisfaction levels in private banks in Punjab. Unequal access to technology and digital literacy can limit the benefits of E-banking to certain segments of the population, potentially leading to dissatisfaction among excluded groups. Banks should work on bridging this divide to ensure broader customer satisfaction. Private banks in Punjab must continue to innovate and adapt to evolving customer expectations to maximize the benefits of E-banking and maintain high levels of consumer satisfaction.

Keywords: E-banking Adoption; Consumer Satisfaction; Private Banks in Punjab (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:rfh:bbejor:v:12:y:2023:i:2:p:381-388

DOI: 10.61506/01.00014

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