Abstract
E-banking has become the most engrossed features for analyzing the
customer satisfaction. high quality services provided by the bank
generate satisfied and loyalcustomers.this study highlights the
importance of antecedents of e-bankingusage namely customer attitude
towards e-banking attitude, e-service quality, perceived ease of use,
perceived usefulness and customer satisfaction that facilitates ebanking usage that helps the speedy and easy use of money in banking
sector. the main objective of this study is to measure the direct
relationship of customer attitude towards e-banking, e-service quality,
perceived ease of use, perceived usefulness withe-banking user
satisfaction and e-banking adoption. another objective of this study is
to measure the indirect relationship (mediation) of customer
satisfaction between the direct relationships of customer attitude
towards e-banking, e-service quality, perceived ease of use, perceived
usefulness and e-banking adoption. this study used quantitative
research methodology. the data for the current studywas collected from
250 employees working in severalbanks of south punjab,
pakistanthrough questionnaires. the data wasanalyzed through spss
and smart pls 3.0. the results of this study found a significant positive
relationship among customer attitude towards e-banking, e-service
quality, perceived ease of use, perceived usefulness with e-banking user
satisfaction and e-banking usage. the result of this study also supported
the partial mediation of e-banking user’s satisfaction among customer
attitude towards e-banking, e-service quality, perceived ease of use,
perceived usefulnessand e-banking usage. the results of this study
indicated that to meet the challenges, the bank should spread their
services, computerize their procedures and functions through use of ebanking services, this will t increase their customer satisfaction and ebanking usage. this study recommend to the banks that they should
focus on their customers when designing e-banking systems.
khawar naheed, Abdul khaliq khalid, Muhammad Aamir. (2018) Antecedents of e-banking usage: a case of Pakistan , Journal of Managerial Sciences, Volume 12, Issue 3.
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