The impact of electronic banking service quality on customer satisfaction during the pandemic period

Abstract

Introduction- Due to Coronavirus spread in the community, customers looked for more and more electronic banking services other than traditional banking services during the pandemic period. This study aims to see the impact of electronic banking service quality on bank customer satisfaction during the COVID – 19 pandemic n Sri Lanka. Design/Methodology/Approach- The study was based on the quantitative approach and used primary data targeting four commercial bank electronic banking services used customers and 182 electronic banking service holders included in the study. Findings- Findings revealed that the electronic banking service quality dimensions such as reliability, assurance, security & privacy, ease of use variables have a significant positive impact and empathy dimension has a negative impact on customer satisfaction during the COVID – 19 pandemic periods in Sri Lanka. Conclusion – Based on the findings of this study electronic banking service quality dimensions, commercial banks in the Sri Lankan banking industry should focus on reliability, assurance, security & privacy, ease of use, and empathy.