Impact of Internet Banking on Customer Satisfaction in Sri Lanka.

Abstract

E – Banking is a new banking trend which is shorter name for Internet Banking. Any electronic media that customers can do banking transactions are commonly known as E – Banking. Fast forward to 2021, and a global pandemic has accelerated digital banking and forced banks to evolve at an exponential speed to create more effective and efficient ways to meet consumer needs. Banks noticed consumer’s shift towards digital or electronic banking during the pandemic times (Baldwin and Mauro, 2020; Wójcik and Ioannou, 2020). Electronic banking is considered as a new revolution in the digital technology and traditional banking services which implies the provision of banking products and services through electronic delivery channels such as the internet, the telephone, the cellphone etc. (Worku, Tilahun and Tafa, 2016). E-banking give facilities such as checking account balances, view transaction history, transfer of funds between accounts, withdraw funds through Automated Teller Machines (ATM) machines, make third party payments, telebanking, use of ATM cards for payments, use credit cards, make payments anywhere across the world and much more. Customers can use internet banking service during 24 hours while staying anywhere such as home, business, and outside etc. but in Sri Lanka we can divide areas such as rural urban and semi urban. The internet banking system will connect to or be part of the main banking system operated by a bank and is in difference to branch banking which was the traditional way customers accessed banking service. This study aims at examining the factors that may influence user’s satisfaction on Internet banking and examining the customer’s satisfaction in banking sector.