Customer satisfaction with electronic banking services

(Case Study: Afghanistan)

Abstract

The development of communication and information technologies has had significant positive effects in various fields, including social, scientific, and economic, and the role of banks as influential elements in the economy has become more important. Afghanistan is a developing country and needs 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 many benefits.

This article aims to investigate the factors affecting the satisfaction of using e-banking in Afghanistan. In this study, we sought to answer the question: Are users of electronic banking services satisfied with these services? Considering that in the present study, the relationship between different variables has been determined using the correlation coefficient, the research method is descriptive and correlational. In this study, the data collection tool is a questionnaire derived from the SQ model. The findings show five factors that have a positive effect on customer’s satisfaction with e-services in Afghan banks. The results of this study show that there is a fundamental relationship between customer’s satisfaction between the aspects of trust, accountability, reliability and physical dimension. All these factors have a positive effect on customer’s satisfaction in Afghan banks.