Impact of Internet Banking on Customer Satisfaction in Islamabad

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.