Electronic banking satisfaction in the lens of clients

Abstract

Electronic banking is a new innovation in traditional banking services that provides consumers with the most convenience while doing banking transactions electronically. This study aims to identify the level of client’s satisfaction in electronic banking. The researchers used the descriptive research design, which allows researchers to collect information from the respondents about how E-banking affects customer satisfaction. There are two hundred (200) respondents involved in this research who are using Electronic Banking. The statistical tools used to interpret and analyzed the data were frequency and percentage, mean and Wilcoxon signed test. The indicators service quality, security and privacy, convenience and speed obtained a very high level of electronic banking satisfaction of the clients. Overall, the result shows the data were interpreted according to age, sex, educational attainment and monthly income, service quality and security and privacy showed a significant difference in determining the level of client’s satisfaction.