Abstract:
The purpose of this study to find the internet banking service dimensions that will have impact
on customer satisfaction in Islamabad. The study makes use of mainly quantitative research
approach.A sample of one hundred and twenty respondentswas drawn on the basis of
convenience sampling. The study make use of a 5 point Likert scale with “1” being strongly
disagreed and “5” being strongly agreed. Data were analyzed through SPSS version 20. The
study applied the spearman ranked correlation, and regression analyses to evaluate the
hypothesis relationships.
The findings indicated that speed of delivery, ease of use, reliability, pleasure, control and
privacy were all positively correlated and significant at 1% level. Additionally the regression
analysis also indicated that with the exception of control all the variables were significant at 1%
levels. Finally, based on the findings of this study, it was recommended that there is the need to
educate majority of the banking population on internet banking.
