Evaluating the Impact of E-Banking on Customer Satisfaction: A Comprehensive Systematic Review

Abstract

The study aimed to present a systematic literature Review based on scientific research extracted for the Impact of e-banking on Customer satisfaction. E-banking provides a digital platform to mark the basic to complex banking requirements over digital devices. The study sheds light on the Impact of e-banking on customer satisfaction. Customer satisfaction is widely recognized as an important indicator of ongoing use and effectiveness in information systems such as e-banking. Throughout the literature, various factors/dimensions have been accepted as the major contributors to the Impact and influence of customer satisfaction via e-banking. The current study has reviewed 47 papers from different quality journals to mark the findings via accessing the Scopus database for 8 recent years. The literature findings suggested dual directional consideration for the Impact of e-banking services on Customer Satisfaction, Quality of services, Reliability, Efficiency, Responsiveness, Security and Privacy, Usability, Performance etc., as major dimensions and also, the study evaluated the consideration of ease of use and convenience in the same row to define the Impact on customer satisfaction.

Keywords

• customer satisfaction
• customer loyalty
• e-banking
• internet banking
• quality of services