Exploring the Nexus Between E-Banking, E-Service Quality, and Satisfaction
Main Article Content
Abstract
Customer satisfaction plays a vital role in the success and growth of any business. This study explores the impact of e-banking service quality dimensions on customer satisfaction (CS) at Rajkot Nagarik Sahakari Bank in Rajkot. The research focuses on four key service quality dimensions: convenience, privacy, ease of use, and security, based on data collected from 120 e-banking customers through a questionnaire. Using SPSS software, the study's hypotheses were tested, and the findings revealed that convenience, ease of use, and security were the most significant factors influencing customer satisfaction. To enhance customer satisfaction, it is recommended that Rajkot Nagarik Sahakari Bank focus on these three dimensions by investing in employee training, strengthening security measures to build customer trust, and ensuring that e-banking services are reliable and easily accessible. This approach will give the bank a competitive advantage in the cooperative banking sector, where competition is fierce. Customers expressed dissatisfaction with the privacy dimension, suggesting that the bank should invest in advanced technology and revise its policies to better safeguard customer privacy.