The Impact of electronic banking on customer satisfaction. A survey of the CBZ bank Kwekwe branch

Author

Madzivanyika, Tendai

Title

The Impact of electronic banking on customer satisfaction. A survey of the CBZ bank Kwekwe branch

Abstract

A study was conducted to investigate the impact of electronic banking on customer satisfaction at the CBZ bank Kwekwe branch. The study found that electronic banking has a number of positive effects on customer satisfaction, including convenience, time savings, flexibility, and security. However, the study also found that there are some challenges associated with electronic banking, including technical problems, security risks, and lack of knowledge. In Overall, the study found that electronic banking has a positive impact on customer satisfaction. However, it is important to be aware of the challenges associated with electronic banking and to take steps to mitigate these risks. The study was conducted using a survey of 85 customers of the CBZ bank Kwekwe branch. The study also found that customers who were more educated were more likely to be satisfied with electronic banking. The study's findings suggest that banks should continue to invest in electronic banking services. By doing so, banks can improve customer satisfaction and attract new customers. It is important to note that the study was conducted at a single bank branch in Zimbabwe. The findings of the study may not be generalizable to other banks or other countries.

Date

June 2023

Publisher

BUSE

Keywords

Electronic banking

CBZ bank

Customer satisfaction

Supervisor

N/A