Abstract:
Purpose- The purpose of the study explores customer view toward E-banking and impact of e
banking customer satisfaction, loyalty. Banking sector are investing to much in technology but
customer not avail this technology more frequently this study is also Evaluate the gap between
bank and customer
Methodology/sample- The study involved use of questionnaires filled by 50 respondents A
survey are designed to conduct heterogeneous population, where targeted those respondents who
come from the general open public (from different genders, races, age groups, status, education
backgrounds, designations and professional)
Findings- This paper provides a possible six factor model centered upon the following:
infrastructure, knowledge, legal-security, socio-cultural, economic and management and banking
issues. This research showed that adoption of e-banking (accessibility, convenience, security,
privacy, content, design, speed, fees and charges) had a positive effect on Commercial Bank
customers' satisfaction, loyalty,
Practical Implications- In order to promote IT culture in Pakistan, government has to reduce the
internet rate to promote the benefits of e-banking on media so that more user get facilitated from
e-banking services.
