Effect of Electronic Banking Service Quality on Customer Satisfaction in Deposit Money Banks

Abstract

The study reviewed the effect of electronic banking service quality on customer satisfaction in deposit money banks. The study aims to examine the effect of automated teller machines (ATMs)on customer satisfaction in deposit money banks and to examine the effect of point of sale (POS) on customer satisfaction in deposit money banks. The study's methodology is based on the results of the previous studies; therefore, the paper is conceptual in nature. Moreover, the study found that automated teller machine (ATM) has a positive effect on customer satisfaction and also, point of sale (POS) has a positive effect on customer satisfaction. Therefore, the study concluded that electronic banking service quality has a positive effect on customer satisfaction in deposit money banks based on the findings of the study. The study recommends that banks should find ways of improving their services especially in ATM and POS to provide better satisfaction to their customers, through improvement on ICT and providing more machines to reduce overload in the banking halls.