FACTORS INFLUENCING THE DETERMINATION OF CUSTOMER SATISFACTION IN E-BANKING

Banking methods introduced for the advancement of the banking sector in Sri Lanka can reduce costs for customers as well as banking elites. Although the banking system has introduced electronic methods through technology, it can still be seen that they are not used by the customers because customer satisfaction through the banking services is not achieved. Therefore, the banking sector should provide a service that is conducive to customer satisfaction. This article aims to study the factors that influence what consumers expect from e-banking, the concept of e-banking, and the factors that affect customer satisfaction, as well as previous research dissertations and other articles on the factors that contribute to satisfaction. This study found that safety, tactility, reliability, accessibility, privacy, and financial literacy are the main factors influencing e-banking. Only a very small number of researchers have considered the age, income, education, and experience of the customer.