Title: The effects of internet banking service quality on customer satisfaction in Nepal

Authors: Gunja Kumari Sah

Addresses: Faculty of Management, Patan Multiple Campus, Lalitpur, Tribhuvan University, Nepal

Abstract: The research aims to examine the effect of internet banking service quality dimensions and moderating factors on consumer satisfaction. A commercial bank's 300 internet banking customers were surveyed using questionnaire by convenient sampling. However, 219 were responses returned, 24 were discarded, and 195 were determined to be authentic for analysis by SPSS and AMOS 20. The factors' reliability and validity determined by exploratory and confirmatory factor analysis. Independent sample t-test and ANOVA were used to examine the moderating effect. It was found that website design and ease of use significantly, but security and privacy had an insignificant effect on customer satisfaction. Ease of use and website design was high, but privacy and security were low influential dimensions. Gender and occupation were significant except age and education were insignificant difference with customer satisfaction. This research model increases facts to maintain internet banking quality in developing countries.

Keywords: AMOS 20; customer satisfaction; ease of use; privacy; security; website design.

DOI: 10.1504/IJSOM.2025.146183

International Journal of Services and Operations Management, 2025 Vol.51 No.1, pp.39 - 56

Received: 09 Aug 2022
Accepted: 25 Jan 2023
Published online: 09 May 2025 *

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