Abstract

This study aimed to investigate the correlation between electronic
banking (e-banking) and customer satisfaction within Centenary Banks.
Employing a cross-sectional survey design, the research involved 85
participants, from whom a sample of 70 was selected. Data collection was
facilitated through a self-administered questionnaire. Rigorous data
processing and analysis, utilizing relevant statistical software packages, were
applied to evaluate the relationships explored in the study. The results
demonstrated positive and significant associations between e-banking and
customer satisfaction. Moreover, the findings indicated that the model could
only account for a 24.4% variance in service quality. In summary, the study
affirmed that independent variables such as e-banking, networking, and
customer perceptions regarding service value were crucial predictors of
service quality in Centenary Bank. Based on the conclusions drawn, the study
recommends expanding the investigation to encompass factors not initially
included in the model for a more comprehensive understanding of service
quality at Centenary Bank. Additionally, it suggests that Centenary Bank's
management place significant emphasis on e-banking and networking to
enhance overall service delivery. Furthermore, the recommendation extends
to conducting a longitudinal study to unveil the evolving nature of the subject.
Finally, the model proposed in this study should be applied to explore sectors
beyond the financial domain.