Customer satisfaction on E practices in private commercial banks, Sri Lanka

Abstract

The purpose of this paper is to the investigate the impact of e-banking on customer satisfaction of private commercial banks in Galle district of Sri Lanka, due to the lack of application of e-banking practices among banking customers commonly to determine the customers satisfaction. Seven hypotheses were developed based on the constructed conceptual framework derived from the Marketing and consumer behavior literature. The data were collected over survey method by purposively and snowball administering structured questionnaires from 150 respondents who used e-banking in Galle district, Sri Lanka. First confirmatory factor analysis was performed to explore the significance of atmospheric dimensions and the multiple regression analysis was carried out to measure the impact of seven e-banking practice variables on customer satisfaction. Results suggest that ATM banking, internet banking, online banking, credit cards and debit cards have positive direct impact on customer satisfaction and negative impact through telephone banking and mobile banking as well. This research has provided an academic insight in to a new research model with latest e-banking practices and organizational performance. Such findings support policy makers and bank managers to make awareness of general public and enhance the trust regarding e-banking practices. This study can be taken as a road map for future researches and who have undertaken in settings like e-practices, banks etc.