CUSTOMER SATISFACTION IN ONLINE BANKING SERVICES

Abstract

Abstract - The rapid growth of information technology has transformed the banking industry, leading to the widespread adoption of online banking services. Online banking enables customers to perform financial transactions conveniently through internet-based platforms without visiting physical bank branches. Customer satisfaction has become a critical factor in determining the success and sustainability of online banking services. This paper examines the concept of customer satisfaction in online banking, identifies the key factors influencing satisfaction, discusses the benefits and challenges of online banking, and explores strategies for enhancing customer experiences in the digital banking environment.

Keywords: Online Banking, Customer Satisfaction, Digital Banking, Service Quality, Customer Experience, Financial Technology.