Customer Satisfaction on E-banking Services Quality – An Analytical Study on Banks in Oman

Abstract

The spread of internet and advancement in the Information Communication Technology have helped various organizations in effortless interaction and improve the services to their customers. E – Banking is one of the technology based service mechanisms in this direction. Though, this service was started in the late 90s, it has now emerged as a vital segment of the banking system around the world. The academic community is actively interested in analyzing the changes happening in this area. Present paper reviews existing literature on the service quality dimensions, examines different scales developed for its measurement and attempts to measure customer satisfaction on e-banking service quality in Sultanate of Oman. Primary data were collected with the help of a questionnaire from 220 Omani Banking customers. The independent variables selected were Reliability, Orientation, Facilities, Security, Easiness, Provisions and Web Design while customer satisfaction was the dependent factor. The findings revealed that “Design”, “Orientation” and “Easiness” had high impact on the customer satisfaction on e – banking services provided by the banks in Oman.