Investigation of the impacts of e-banking satisfaction. The Case of ZB bank

Author

Kudzai, Motsi.

Title

Investigation of the impacts of e-banking satisfaction. The Case of ZB bank

Abstract

The research focused on analyzing the impact of e-banking on customer satisfaction in ZB bank Bindura. The objectives of the study were to examine the impacts of efficiency of e-banking services on customer satisfaction, to describe the relationship between reliability of e-banking services and customer satisfaction and to explore the impact of security and privacy of e-banking services on customer satisfaction. The researcher used a descriptive research design were quantitative data was gathered to gain in depth understanding of the topic in question. A sample of 90 respondents was drawn from the Bindura branch, questionnaires were used as the primary data. Results were presented in the form of tables, charts, graphs using Ms Excel 2013. The results of the study implied that majority of users of e-banking are the young, the educated, salaried and students, business men and women are not actively using the service of e-banking and there is also a relationship between e-banking and demographic characteristics, e-banking has improved customer satisfaction, reduced frequency of bank hall for banking service, reduced waiting time for customers, there are customers who don’t know the fee charged for being e-banking users, the bank customers’ satisfaction increased after being e-banking users, enabled customers to control their account movements and there is high. Furthermore a large number of respondents using e-baking identified the benefits of e-banking as ease of use, convenience, accessibility, speed and accuracy. However, some identified the challenges of e-banking as system and network problems, power shortages and risk of fraud. It was also revealed that perceived reliability, trust, security, and accessibility have significant impact on the perceived usefulness of e-banking adoption. Practically, the results show the need to increase e-banking security, accessibility, trustworthiness and to reduce the cost of e-banking services so to encourage customer’s attitudes towards the adoption of e-banking. In conclusion the researcher then recommend the Banking sector to find a permanent solution to the system and network challenges also an improvement in the technological infrastructure, as e-banking is playing a major role that is improving service quality and strengthening the banking sector through e-payments hence an increase in the customer satisfaction, increase in productivity, reduced cost of banking operations. Moreover due to these developments in banking industry the world is becoming one global village and the full trends on e-banking and customer satisfaction are discussed throughout the dissertation.

Date

June 2023

Publisher

BUSE

Keywords

Customer satisfaction,

E-banking,

Risk of fraud,

Supervisor

N/A