Abstract:
Electronic banking services uses is rapidly increased. So, the main purpose of this study
is to identify the factors influencing the customer satisfaction on electronic banking
service in Batticaloa district. The study variables are Convenient, Privacy, Cost
Effective, Ease of use, Personalization and Security.
The objective of the study is find out the level of influence of independent variable on
dependent variable. To achieve these objectives, the target population was considered
as customers of the banks in Batticaloa district. Data were collected from 200 customers
by using questionnaires. The collected data were analyzed by using descriptive,
correlation, simple linear regression and multiple regression analyses.
Univariate analysis used to find out the level of customer satisfaction, the researcher
found that the level of customer's satisfaction among the customers of the bank was in
high level, Correlation analysis was used to find out the relationship between the
independent and dependent variable. Researcher identified that Convenient, Privacy,
Cost Effective, Ease of use, Personalization and Security have a positive and significant
relationship with Customer Satisfaction. According to the simple linear regression
analysis Convenient, Privacy, Ease of use, Personalization are significantly impact on
customer satisfaction among the customers while Cost Effective, Security do not
significantly impact Customer Satisfaction among the Customers of the bank in
Batticaloa district. According to the multiple regression analysis Convenient, Cost
Effective, Ease of use, Personalization are significantly impact on customer satisfaction
among the customers while Privacy, Security do not significantly impact Customer
Satisfaction among the Customers of the bank in Batticaloa district.
