Comparative Study Between Traditional And Electronic Banking With Customer Satisfaction Perspective In Azerbaijan

Abstract

In recent years, banking sector evolved rapidly due to advancement in information and technology and result in intensive competition in financial market. The purpose of this research is to evaluate the customer satisfaction using different Channel bank provide to the customers to perform banking services traditionally or electronically based on customer perception, experience awareness and security. This is an empirical study using primary data collected through a well-structured questionnaire. The method of the study validity and reliability testing of questionnaire using SPSS program. The questionnaire personally administered on a sample size of 120 bank customers. This research will make a useful contribution as there are only a few studies conducted on customer satisfaction using different means of banking services. The findings based on three different independent variables to measure customer satisfaction (Ease of use, Security and Confidence level) showed that all these variables influenced consumers satisfaction in banking sector. EOU has a major and positive impact in significant relationship with customer satisfaction. Use of electronic banking is measure with the variables (Ease of use, Security, Confidence level and electronic banking offer all banking services). Result showed that there is a negative relationship between electronic banking usage and e-banking offer all banking services.