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A STUDY ON THE EFFECTS OF E- BANKING SERVICE FACTORS ON CUSTOMER SATISFACTION


Dr. B. Rajasekhar
Assistant professor, Osmania University
Abstract
The primary goal of this research paper is to investigate factors that may influence customer satisfaction in E-banking services, as well as to evaluate major factors such as service quality, customer loyalty, customer perceived value, and CRM as they relate to customer satisfaction in E-banking services. Furthermore, the study seeks to comprehend the relationship between recognised criteria and consumer happiness. To quantify customer satisfaction, a structured questionnaire was employed with a sample size of 351 respondents and tested using descriptive statistics, percentages, ANOVAs, correlations, and multiple regressions. A questionnaire based on a likert scale was created to perform a consumer survey. Data was collected and analysed using the principal component method in SPSS 203.0. The findings of the correlation research revealed that there is a substantial association between CRM and Customer Value, as well as between Customer Loyalty and Customer Satisfaction, and that Customer loyalty and service quality components of E-banking Services have a greater favourable rating towards Customer Satisfaction.
Keywords: Customer satisfaction, Customer loyalty, service quality, customer perceived value, CRM
Journal Name :
EPRA International Journal of Multidisciplinary Research (IJMR)

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Published on : 2022-01-04

Vol : 8
Issue : 1
Month : January
Year : 2022
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