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VOL. 1, ISSUE 1 (2025)
Evaluating customer satisfaction in online banking: A study of user experience and service quality
Authors
Swati Kumari
Abstract
The rapid expansion of online banking has
transformed the delivery of financial services, making customer satisfaction a
critical factor for competitive advantage. This study examines customer
satisfaction in online banking, focusing on the impact of user experience and
service quality. Using a mixed-method approach, including surveys and structured
interviews with active online banking users, the research identifies key
determinants such as system usability, accessibility, security, responsiveness,
and personalization. The findings reveal that both technological efficiency and
perceived trustworthiness significantly influence user satisfaction. Moreover,
the study highlights gaps in digital service delivery and suggests strategies
for enhancing user engagement, loyalty, and overall experience. Insights from
this research provide practical guidance for banks to optimize digital
platforms, improve service interactions, and foster sustainable customer
relationships in an increasingly digital financial landscape.
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Pages:1-3
How to cite this article:
Swati Kumari "Evaluating customer satisfaction in online banking: A study of user experience and service quality". World Journal of Management, Vol 1, Issue 1, 2025, Pages 1-3
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