Global Advanced Research Journal of Management and Business Studies (ISSN: 2315-5086) April 2015 Vol. 4(4), pp 168-175.

Copyright © 2015 Global Advanced Research Journals   

Original Research Articles

Customer Satisfaction and Trusting in obtaining online banking services

Irfan Ullah khan¹* Dr.Nadeem Ehsan², Kashif Ahmad³, Waqas Anwar⁴

¹Shaheed Zulfiqar Ali Bhutto Institutes of Science and Technology H-8/4, Islamabad, Pakistan.

²Center for Advanced Studies in Engineering. 19, Ataturk Avenue, Islamabad, Pakistan

³Shaheed Zulfiqar Ali Bhutto Institutes of Science and Technology H-8/4, Islamabad,Pakistan.

⁴University of Engineering, Peshawar.

Corresponding author Email: ifraan16@gmail.com

Accepted 18 April 2015

Abstract 

In recent years, the banking industry, along with many corporal industries, is undergoing faster transformations. Banks are at the front position in Internet and technology-adoption processes. In today’s world, customers expect superior quality services from banks which if contented, could end up in improved customer satisfaction levels. This quantitative, one-shot research study mainly focuses on investigating the key factors that influence online customers’ satisfaction. Customer satisfaction in case of online banking is seen in terms of bank website quality and the overall bank quality. Bank website quality is judged by variables such as interactivity and customization, perceived security risk and the bank quality is seen by responsiveness and brand image. This study also helps in assessing the rules of these factors in the online banking that would help the bank management not only in improving the satisfaction level and trust but also strengthening the connection between banks and their clients, resulting in expanding their overall customer base.

Keywords: Online Banking, Customer Satisfaction, Trust, Interactivity, Customization, Perceived Security Risk, Responsiveness, Brand Image.