E-Banking Practices and Customer Satisfaction - A Case Study in Botswana

Abstract:     
Banks' external environment, including globalization and deregulations, have made the banks highly competitive. Banks find it difficult to compete on price, and need to look at other ways to retain customers. As customers become more sophisticated, it becomes banks essential to consider the use of technology to respond to their continuously changing requirements. After conducting this research, it is clearly seen that delivery channels are lacking in meeting the demands of the customer by not making them aware of e-banking and using obsolete or not too up-to-date technology. The problem statement is solved. The hypotheses are tested and show that there is a relationship between age group, occupation type and some aspects of e-banking. The responses obtained for the acceptance of the electronic age were unanimous as the banking industry strongly feels that it must adapt to the electronics age if they are to move with time and customer demands and not be left behind. I would thus conclude that banks should drown themselves in all the intricacies regarding e-banking to determine ways that will affect the customers in Botswana and use it to their maximum benefit.

Number of Pages in PDF File: 15

Keywords: Electronic banking, Automated Teller Machine (ATM), Tele-banking, Internet banking, customers satisfaction.

JEL Classification: E42, E50, E58

working papers series