Customers Satisfaction on Internet Banking Services in Pakistan

February 21, 2019

Golden Papers

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Customers Satisfaction On Internet Banking Services In Pakistan Introduction Technological innovations are having significant importance in human general and professional life. This era can safely be attributed as technology revolution. The quick expansion of information technology has imbibed into the lives of millions of people. Online banking is also one of the technologies which are fastest growing banking practices nowadays. It is vital to extend this new banking feature to clients for maximizing the advantages for both clients and service providers.

In this study the customer satisfaction on online banking in Pakistan is evaluated. Adoption of online banking is increasing day by day because by dint of it, they can save their crucial time and accelerate operations to the convenience of both customers and service providers. Still there are many expectation by these customers. Research Question: What are internet users perspectives on Internet banking, and their expectations and customers satisfaction on Internet banking services. Objective of the Study: The objective of this study is to explore that customers satisfaction on online banking.

And it can be affected by users perspectives on Internet banking, and their expectations in Pakistan. In this study In this research “Sampling” has been used. This method is used to make research procedure faster by obtaining a large number of accomplished questionnaires rapidly and efficiently. Variables and Their Definitions: Dependent Variable: Customer’s Satisfaction: Online banking service allows customers to manage their accounts from any place at any time for minimum cost it gives abundant compensation to the client in terms of price and ease (Ekin et al, 2001).

Independent Variables: 1. Internet Users Perspectives In it here we include the related experience of the internet . 2. Expectation. In customers expectation , here we include expectation for better rate and lower service charge, security of transaction, variety of features and services. Description of Cases: A sample of 30 people has been selected for this study. People would be used as cases. So we have 30 cases. Source of the Data: A questionnaire is used to get data. Quality of the Data: Quality of the data is up to the mark. No value of any variable is missing.

All of the independent variables have the theoretical explanations of the effects on the customers satisfaction. Inferential Analysis: We used the correlation and regression analysis to show the relationship between dependent and independent variables. Table of summary statistics is also included in the report to display the overall picture of the variables. Justification of the Method: Keeping the objective of the study in mind, correlation and regression analysis present the idea about the relationship between dependent and independent variables.

CORRELATION To investigate if there is significant association between user’s perspective and the customer’s satisfaction and between user’s expectation and customer’s satisfaction, a correlation is computed. Because all the variables were normally distributed and the assumption of linearity was not violate, Pearson’s correlation is computed. Table 1 shows that user’s perspective and customer’s satisfaction are significantly correlated. The strength is moderate. There is positive correlation between user’s perspective and customer’s satisfaction, r=. 49, p