E-Banking Functionality as a Measure of Customer Satisfaction

Abstract

Globally, 1 in 4 people use electronic banking (e-banking) functionality. This indicates how the service has become the commonly used channel in the banking sector and has therefore, replaced the traditional channel for most banking services. People have embraced this functionality and its usage has become more popular in measuring customer satisfaction. Banks have also benefitted from e-banking through creation of memorable customer experiences for their clients thus retaining them. The aim of this paper is to investigate the satisfaction of Czech and Kenyan bank customers with emphasis on the usage of e-banking. The results from the questionnaires were administered to 323 respondents from the Czech Republic and 403 respondents from Kenya. SPSS 22.0 has been used to analyze the results. The overall levels of satisfaction are different. Majority of users of e-banking have university education. Both satisfaction and dissatisfaction by e-banking is determined by some demographic factors.

DOI: 10.5901/mjss.2015.v6n6p133