Abstract:
Internet banking activities are more current than the traditional banking activities
with the advancement of the new technology in the banking Industries. Commercial
banks in Sri Lanka use the internet applications as a weapon of competitive
advantage Banks are taking numerous steps to widen this concept among their
customers. This study researched the factors affecting customer satisfaction for
internet banking. Sample composed of hundred and twenty five customers of five
commercial banks in Sri Lanka. The research has been conducted as a quantitative
research and the data collection method was survey method. This study identifies
three major factors such as Convenience and flexibility, Transaction related benefits
and customer security.
According to the findings, convenience and flexibility and service security
significantly affect customer satisfaction and transaction related benefits are not
significant to customer satisfaction. Additionally, it was identified that lack of
knowledge on facilities of e-banking compared to traditional banking is one of the
prominent reason for less usage of Internet Banking in Sri Lanka. This research
provides banking institutions with significant information on various aspects that
need to be highlighted in their banking communications strategies to increase the
adoption rate of internet banking services
