Customers Satisfaction and Electronic Banking in Botswana
Author(s)
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Abstract
The ambition of this research was to find out the relationship between customer satisfaction and electronic –banking (e-banking) in Botswana. A combination of convenient and simple random sampling techniques was employed for this research. This study was both quantitative and qualitative in nature. The approach used some of the components of the SERVQUAL components to establish the level of customer satisfaction to e-banking namely empathy, reliability, responsiveness and tangibility. Thirty respondents were conducted to different customers from five commercial and analyzed using SPSS software version 16.0. The results show that respondents were not satisfied with the assurance, tangibles, responsiveness, and reliability of e-banking in Botswana. Commercial banks are encouraged to work on their ambiance conditions to ensure the effectiveness of e-banking in Botswana.
Keywords
Customer Satisfaction and Electronic Banking
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