Impact of E-banking strategies on customer satisfaction during the covid era: a case of Stanbic Bank

Author

Chimwaza, Tinashe.

Title

Impact of E-banking strategies on customer satisfaction during the covid era: a case of Stanbic Bank

Abstract

The research investigated the impact of e-banking strategies on customer satisfaction, using a case of Stanbic bank. The research objectives were to assess the impact of internet banking, mobile banking, telephone banking, and ATM banking on customer satisfaction. The target population comprised of 1 commercial bank customers in the Harare central business district. Convenience sampling was used to draw a sample of 150 bank customers based on the Raosoft sample size calculator. Descriptive statistics and regression analysis were used to analyse the responses of the bank customers.The findings of the study were that internet banking had a positive impact on customer satisfaction, mobile banking had a positive impact on customer satisfaction, telephone banking had a positive impact on customer satisfaction, and ATM banking had a positive impact on customer satisfaction. The study recommends Stanbic bank to educate their customers about internet banking, improve the quality of their telephone banking services, and have Stanbic Bank ATMs deployed at different locations. The suggested areas of further research are to study the impact of e-banking strategies on customer satisfaction by looking at other e-banking strategies and investigation into the impact or role of e-banking strategies from a qualitative point

Date

June 2023

Publisher

BUSE

Keywords

Internet banking,

E-Banking Strategies,

Customer Satisfaction,

Supervisor

N/A