Abstract:
This study aimed to find out the factors influencing on customer satisfaction of
electronic banking services in Kurunegala District. The study is conducted in
Kurunegala district and to evaluate and identify most influential factors that raise
customer satisfaction. There are six determinants included in this study to be researched
are convenience, privacy, cost, ease of use, personalization and customization and
security. Banks and financial institutes should attract customers through fulfillment of
their needs and expectations. In the market place, every banks face big competition, to
beat the competition they should concentrate on their service with introducing new
baking facilities. Every banks desirable goal is to measure customer satisfaction.
Convenience sampling procedure is used in this research based on the availability of
respondents, studying only on the customer satisfaction of electronic banking services
among customers in Kurunegala district. Structured questionnaire was used as the
method of data collection and questionnaire consist with two parts as personal
information of the respondent and research information. Questionnaire included 21
questions with five Likert scale ranging from strongly disagree to strongly agree. Data
are collected from 200 customers and analyze it using Descriptive statistics, Correlation
analysis and Regression analysis. Overall, the findings in this study are supported by
other studies in literatures.
This study found that there is high level of contribution by Electronic Banking Services
dimensions for Customer Satisfaction and also there is a strong positive relationship
between convenience, privacy, cost, ease of use, personalization and customization,
security and customer satisfaction. Furthermore, results showed that convenience,
privacy, cost, ease of use, personalization and customization and security positively and
significantly impact on customer satisfaction. The fording of this study are useful in
further enlarging and enriching applications of these concepts in practice
