Customer Satisfaction In Electronic Banking Services: A Case Study Of Afghanistan

Authors

  • Hamed Amiri, Dr. Deepti Dabas Hazarika

Abstract

Development of communication and information technologies has had many significant positive impacts on various fields such as social, scientific, economic and also the societies that have been beneficiated from these technologies and the role of banks as influential elements in the economy has become more important. Afghanistan has also made significant progress in banking sector and has been able to provide some banking services to its country in recent years. Afghanistan is a developing country and there is an urgent need for a banking system, especially e-banking services. Fortunately, there are a number of private and commercial banks that offer e-services to their customers and get great benefits. Satisfaction is a positive feeling which is created in a person after using a product or receiving a service.  The factors affecting the satisfaction of using electronic banking in Afghanistan are explored in this article. The findings reveal five factors that positive affect on customer satisfaction with electronic services in Afghan banks. There are the five variables taken from the model of Zeithaml and Berry, which are the following: Reliability (The ability to efficiently and correctly conduct the service promised), Responsiveness (willingness to support clients and supply timely services), Tangibles (physical appliances and personal appearance), Assurance (Employee understanding and courtesy and their capacity to express respect and trust), Empathy (caring, individualized care paid to the client by the company). The results of this research indicate that there is an essential relationship with customer satisfaction between the aspects of trust, responsiveness, reliability and physical dimension. All this factors have positive affect on customer satisfaction in Afghanistan banks.

Published

2020-11-01

Issue

Section

Articles