Analytical framework of the factors affecting customer satisfaction through E-Banking

Today, customers expect higher quality services from banks which, if fulfilled, could result in significantly improved customer satisfaction levels. This empirical research study mainly focuses to identify the important factors for the customers to choose E-banking for their satisfaction. Therefore, help the bank management not only in improving the level of satisfaction but also strengthening the bond between the banks and their customers, thereby helping them to retain and/or expand their overall customer base. The data has been collected from 200 customers and has been analyzed with the help of the SPSS 13 software using data reduction technique i.e. factor analysis. In light of the research and analysis done it can be concluded that, internet banking is marked by the factors such as credibility, responsiveness, competences, reliability, online services, security and access. E-banking is universally seen as a welcome development, and efforts are being made to put in place systems to manage and control the risks involved without restricting this service.