EFFECT OF E-BANKING ON CUSTOMER SATISFACTION AT STANDARD

CHARTERED BANK, NEPAL

1.1. Background of the Study

The proliferation and penetration of internet has introduced new horizons and scenarios
across the world. The retail banks are now providing their products and services through
the electronic medium. Electronic banking has been supported by a variety of electronic
banking services such as ATM machines, internet banking, mobile banking and also
phone banking services which are developed by certain banks. It is a universal fact that
the use of information and technology plays crucial role in the process of enhancing
organizational performance and productivity irrespective of different sectors of
specialization. In this respect, Suma et al. (2011) have observed the impact of electronic
banking on bank performance. These scholars have concluded that the electronic banking
has positive impact on customer satisfaction. Electronic banking results in increase of
accessibility of customers and also the number of customers. Electronic banking
streamlines the traditional banking process. The development of e-banking services is to
enhance customer loyalty and customer satisfaction. Rexha have confirmed on the study
of Wahab (2009) and found that the trust was the most important factor influencing the
acceptance of electronic banking while perceived customer satisfaction with the bank are
only influenced indirectly on the adoption of electronic banking. These scholars also
argued that the experience of electronic tools, obstacles of machine availabilities, service
convenience interfaces openness, security and information updates serves instrumental in
electronic banking that influences customer decision about the banking services. It has
been continuously observed through research that e-banking helps to develop financial
system of the developing economy. Developing economies like Nepal face financial
infrastructure supporting e-banking services. Claessens (2001, as cited in Wahab et al.,
2009) have presented that e-finance can allow establish financial system A Business
Research Project Report by Aliza Shakya; NCM-BBA [2012-2016] Page 2 even without
developing fully functional financial structure. Due to E-banking, the costs relating to
processing of services, switching of consumers and financial services for lower-income
borrowers are reduced significantly. Hence, the researcher recognizes the need of
studying “EFFECT OF E- BANKING ON CUSTOMER SATISFACTION AT
STANDARD CHARTERED BANK LIMITED, NEPAL” as organizations rely on
electronic banking system to deliver service to their customers and the effectiveness of e-
banking in term of service promptness, cost reduction, service convenience and service
reliability is very important for the survival and growth of the organization.

1.2. Statement of the Problem

The development of new technology and modernization in the field of banking has
created demand for the e-banking services to increase customer satisfaction for customer
retention. With the increasing competition in financial sector, e-banking has become
essence for the growth and survival of the banks and financial institutions. Ebanking
services can provide competitive edge for banks through customer satisfaction and
customer retention. The present researcher was concerned to know about how e-banking
services can be used effectively to perceive customer satisfaction and loyalty through
increased benefits.

1.3. Objectives of the Study

The present researcher was primarily focused to determine the revolution in banking
sector through the application of e-banking services. The primary objective of the study
was to find out the level of customer satisfaction through innovation of new banking
technology at Standard Chartered Bank, Nepal. More specifically, the present researcher
was further concerned to—
a. assess the present status of e-banking in the banking sector,
b. examine the factors affecting customer satisfaction relating to e-banking,
1.4. Significance of the Study

The study was designed to show how e-banking can develop long term relationship with
potential customers to explore value proposition of customers that helps to retain
profitable relationship. E-banking is the need of various banks providing fund transfer
functions. In case of Nepal, e-banking has been growing steadily due to lack of proper A
Thesis Report by Sanyukta Neupane; Kathamndu Donbosco-MBA 4th Semester Page 5
financial infrastructure. This research will help various commercial banks in Nepal. They
can use these information and result acquired from this study to develop strategies on
how to develop e-banking services as core competency of the banking organizations. It
helps manager to develop strategic resources to improvise operational activities to best
satisfy the need of the customers. The banks will be able to know various factors
influencing the satisfaction level of customer and make future plans regarding
development of new services for prompt delivery of customer needs. The study can
provide the relevant information to the concerned researches, students and teachers for
the further study of e-banking and its future perspective in Nepal. Finally, the future
generation researchers may find this study report as a source of additional learning as
well as guiding framework to design and implement several researches of this nature.

1.5. Organization of the Study Report

The academic research report will be organized in five distinct chapters. As it has been
already presented above, the first chapter introduces the area of the study in detail,
followed by performing review of relevant literature from different perspectives to be
organized in the second chapter. Similarly, the third and fourth chapters will present with
the detail information on various methodological perspectives of the present study and
issues based presentation and analysis of data to come up with the key findings
respectively. Finally, on the basis of overall data presentation and learning gained
through primary as well as secondary information, the fifth chapter will be developed to
present with summary, discussions, conclusion and future implication from managerial as
well as additional research perspectives.
 CHAPTER 2
REVIEW OF LITERATURE
2.1 Introduction

The elemental aim behind performing review of literature was to acquaintance theoretical
and pragmatic knowledge which is related to the present study. Review of literature plays
a central role in each project to establish a conceptual framework to govern the overall
research in conceptually grounded manner by means of appropriate and adequate
theoretical reviews related to the area of interest of the ongoing research. For this, the
whole chapter has been developed into four distinctive sections. In the first section, the
present researcher presents with the review of related theoretical and conceptual
perspectives followed by the review of related policy documents in the second sector of
the chapter. Similarly, in the third section of the chapter, the review of other similar,
recent studies conducted in the Nepalese and International context are presented. Finally,
on the basis of overall learning gained through review of various literatures, the present
researcher has developed conceptual framework of the study in the fourth section of the
chapter. This conceptual framework serves as the basis of governing the overall ongoing
study.

2.2. Review of Theoretical

Perspectives For the purpose of building general conceptual and theoretical

understanding about various aspects linked to this research, the present researcher
observed that the following works would be relevant. The works of Clarke and Shah
(2009), Sarlak (2011), Kondabagil (2007), Hastiani (2011), Gup (2003), Bultum (2014)
as the pertinent resources contributing to the cognitive learning of the specialized field of
study in this research. Thus, the subsequent sub-discussions are developed to provide
with detailed review on this works.

2.2.1 Evolution of E-banking

According to Devlin (1995, as cited in 2009), there were regulatory restrictions imposed
in various services sectors which lead to limited competition both A Business Research
Project Report by Aliza Shakya; NCM-BBA [2012-2016] Page 8 domestically and
internationally. With the deregulation of industry, the information and communication
technologies brought steadily competition and demand for faster pace of change. It
further developed with the birth of online real time system and advancement in
telecommunications during late1970’s and 1980’s which resulted in a revolution in the
field of banking as convenience banking. Banks had to reinvent and improve their
products and services to make them more beneficial and cost effective. Technology in the
form of e-banking has made it possible to find alternate banking practices at lower costs.
2.2.2 Meaning and Significance of E-Banking

The scholars Sarlak and Hastiani (2011) have defined E-banking as deployment of retail
or wholesale banking services over the internet which involves individual and corporate
clients and includes banks transfers, payments and settlements, documentary collections
and credits, corporate and household lending, card business and some others. E-banking
has been viewed as a revolutionary development, but, Clarke and Shah (2009) viewed it
as another step in banking evolution. E-banking services include customer access to
accounts which provides ability to move their money between different accounts, and
making payments or applying for loans via e-channels. Many banks and other institutions
are keen to apply this channel to deliver their services because of it’s relatively lower
delivery cost, increased sales and potential for offering greater convenience for
customers. In addition, the scholars presents e-banking as a form of e-commerce which
enables to perform activities such as account access, bank transfer, and bill payment, and
mortgage/credit card, business banking services, customer service and administration,
cross selling. Many banks have already implemented or planning to implement ebanking
for to enhance benefits such as choice and convenience for customers, attracting high
value customers, enhanced image, increased revenue, easier expansion ,and
organizational efficiency.

2.2.3 Classification of E-banking Services

The electronic banking services can be classified into various e-banking products such as
automated teller machine (ATM), Phone Banking, Internet Banking and Mobile banking.
Bultum (2014) have defined ATM as electronic terminal that provides customers an
opportunity to get banking services such as withdraw of cash at almost any time.
Similarly, the scholar have refer internet banking as electronic home banking system
using web technology which enables bank customers to perform their business
transactions with banks through personal computers. Mobile banking is regarded as
channel for convenience and portability which provide latest information relating to
account balances, previous transactions, bank account debits and credits, credit card
outstanding and payment status with higher level of security compare to internet banking.
(Sarlak & Hastini, 2011) Phone banking has been an easiest medium for customer’s
routine queries and to reduce operating cost. Phone banking enables to perform financial
transactions through telephone without use of any automated teller machine or bank
branch. (Sarlak & Hastini, 2011)

2.2.4 Factors Influencing Customer Satisfaction Through E-banking

The study was designed to find out the influencing factors that effects on use of ebanking
services offered by bank. Different scholars have defined various determinants which
determine consumer’s satisfaction level. Some of the major factors are classified under
environmental, personal and institutional operating system. Environmental Factors The
bank exposure to various risks is the factor that forces customer towards using their
services. According to Kondabagil (2007) stated that banks are exposed to operational
risk, strategic risk, compliance, reputational and other risks. In the e- banking context, the
use of technology can create strategic risk if management fails to plan and monitor
performance of technology-related services processes and delivery channels. For this,
there is need for adoption of effective IT governance for bank to help in formulation of IT
strategies that will improve competitive advantage, customer satisfaction, cost efficiency,
and the ability to grow and innovate. Personal Factors According to research conducted
by Centono (2003, as cited in Sarlak and Hastaini, 2009), it was evident that the number
of ATM users have increased with regard to service delivery channel. It has been
estimated that world has become a home to 1.65 million ATM’s and is expected to grow
rapidly. ATM users were classified based on five basis such as education, social
orientation, convenience, familiarity with other technology and attitude towards ATM
technology. Baraghani (2007) have introduced Davis’s Technology Acceptance Model
(TAM) to explain that perceived usefulness (PU) and perceived ease of use are primary
relevance for computer acceptance (PEOU). PU is determined by good performance in
the organization through using particular system. Similarly, PEOU is refer to the degree
to which prospective user believe that using a particular system would be free of effort. In
present context, customer needs and wants are of greater choice. They demand for
traditional range of banking services with the convenience of online capabilities. Banks
focus on developing stronger personal relationship with customers. Avkiran (1999 as
cited in Shah et al.2009) stressed the importance of human touch in customer services. E-
banking supported by data mining technologies can assist in better understanding
customer needs and customizing products or services according to those needs.
Institutional Operating Factors The scholar Gup (2003) pinpoints the characteristic of e-
banking which explains it’s importance as a part of banking strategic planning process.
Firstly, customers are anonymous when making transactions over internet for which
banks are forced to find methods to authenticate the users of the services. The speed of
transactions, access to global markets, and strong reliance on third parties to develop and
maintain the technology based systems are other important components behind e-banking
essence and success. Similarly, e-banking is made up of a broad category of systems and
devices, including one of its first and perhaps most common forms-credit and debit card
development. In addition to the debit and credit cards, terms that have now becoming
familiar include PC banking, Internet banking, wireless banking and electronic data
interchange (EDI).

2.3. Review of Related Policy Documents

NRB have implemented required guidelines relating to IT relate activities in commercial

banks with the objectives of strengthening banks for to tackle with emerging cyber
frauds, managing information technology prudently and mitigate risk aroused from
implementation of information technology. Some of the major guidelines are as follows:
1. Bank should have a board approved IT related strategy and policy and IT policy should
be reviewed at least annually,
2. Bank should have performance monitoring and measuring system of IT functions and
it should be reported to appropriate level of management,

3. IT related risk should also be considered in the risk management policy or operational
risk policy of the bank and it should cover all e-banking activities and supplier activities
as well,

4. Bank needs to carryout detail risk analysis before adopting new technology/system
since it can potentially introduce new risk exposure,

5. Bank should have process in place to identify and adequately address the legal risk
arising from cyber law and electronic transaction related laws and acts of Nepal,

6. There should be a board approved Information Security Policy addressing all

electronic delivery channels and payment system that should be communicated to all the
members,

7. Bank should take necessary measures to ensure that all of its employees, consultants
and contractors are aware of information security policy of the bank and comply with it
and can be done by clear job description, employee agreements, policy awareness and its
acknowledgements,

8. Access authorization for information of the bank should be in "need to know" basis
and with least privilege and it should be for required time only,

9. Banks should implement appropriate physical and environment controls taking into
consideration of threats, and based on the entity’s unique geographical location, building
configuration, neighboring entities etc to secure critical hardware, system and
information,

10. Bank should ensure that customers are adequately educated so that they take
appropriate security measures to protect their devices and computer systems and ensure
that their hardware or system integrity is not compromised when engaging in electronic
banking,
11. They should use appropriate customer authentication system to authenticate
customers before access to system is allowed and customers should also be adequately
educated and aware of securing their credentials,

12. Bank should publish customer privacy and security policy and cost of transaction etc.
in their website or at the time of subscription of the corresponding electronic delivery
channels and it should be relevant and helpful to make informed decision for subscribing
electronic delivery channel,

13. Bank should clearly inform user on the amount transaction cost at each of their ATM
location or electronically before committing the transactions from ATM. and other
electronic delivery channels,

14. Bank should develop dispute handling mechanism with expected timing of bank
response, to handle disputed payments, transaction and other issues in electronic banking
delivery channels,

15. Bank should educate customers on which protections are provided and not provided
in each of their delivery channels. Nepal Constitution Foundation (2010), Government
and other related organizations have proposed to implement following policy for the
improvement of IT and Ecommerce in Nepal as of 2010.These polices are believed to be
brought into practice in coming few years and some are already into practice. They are as
follows:

1. Adopt one window system for the development of information technology, 2. Prioritize
research and development in the field of information technology,

3. Create an atmosphere conducive to attracting investment in private sector, keeping in

view the private sector’s role in the development of information technology,

4. Provide internet facilities gradually to all Village development Committees of the

country,
5. Assist educational institutions and encourage domestic and foreign training to fulfill
the requirement of appropriate manpower at the various levels pertaining to information
technology,

6. Develop physical and virtual information technology parks at various places with
private sector’s participation in the development of information technology,

9. Use of information technology to promote e-commerce-education-health among the

others and to transfer technology to rural areas.

2.4. Review of Related Studies

In this section, the present researcher focus on the similar research done in past in
national and international context. The present researcher has reviewed the findings of
various numbers of case studies which includes study of Anguelov, Hilgert and Hogarth
(2004), Ezeoha (2006), Chibueze (2006), Vyas (2012) Bauer and Hein (2006), Yousafzai,
Pallister and Foxall (2005). In the study of Anguelov, Hilgert and Hogarth (2004), it was
identified that there is an increasing trend of use of electronic banking in developed and
developing countries. It was stated that certain demographic characteristics like income
level of individual tend to be associated with the adoption of e-banking. Similarly, the
study has also found that the user rate of e-banking is high among young consumers and
more educated people. They are more likely to use certain technologies. Ezeoha (2006, as
cited in 2013) states that that use of cash in developing countries is high as cash is
preferred mode of payment due to security issues and also for tax evasion purposes or
keeping secret about one’s money expenses. The scholars Bauer and Hein (2006, as cited
in Yuksel, 2011) found that the major problem with bank is that the banks have made
huge investment in their online initiatives but their online offerings still remain
unprofitable and they are unable to target large numbers of customers. There is a need for
active participation of customers on site so to increase value of online channel. Therefore,
there is need for banks to make their customers to make use of their websites and co-
ordinate online channel with branches and call centers effectively. This will help to
derive maximum value through cost reduction, cross-selling opportunities and higher
customer retention. According to Chibueze (2006, as cited in 2013), with the innovation
of new technology, problem arises as it takes time for the people to get habituated to new
technology. The other point is that various infrastructure for the technology like
epayment should be invented and prepared as a base for it’s expansion. Most of
equipment of e-transactions is expensive and not easy for application in organization. The
other problem is to the requirement to expand and grow the other operating technology
that are related or are element of e-banking, like telecommunication and their services. In
the case of e-transaction, every end user must have at least one phone line and the
connection to the Internet. As to be integrated system all over the world, the
infrastructure should be well developed. Much of the attention regarding information
technology is focused on developed countries. Vyas (2012) surveyed that less attention
has been paid to IT in developing countries. For to spread e-banking worldwide, it
becomes important to understand ebanking in the context of developing countries. Local
conditions such as weak infrastructure, telecommunication, the relative expense of PCs
and Internet access, weaknesses in payment infrastructure and dispute resolution systems
and weaker consumer right are potential reasons for the lower penetration of e-banking
and the future of banking industry depends on efforts of all concerned parties such as
service providers, service facilitators, regulatory system and customers. The lack of
customers’ trust on both attributes of the bank and in the overall on-line environment has
remained obstacle in the widespread adoption of e-banking. The scholars Yousafzai,
Pallister & Foxall (2005) found security, privacy, and trust are complex,
multidimensional concepts that have been changing as transactions expand from physical
world to electronic world. Web-site quality has been one of the powerful factors
influencing customers’ trusting beliefs and trusting intentions. The scholars suggest that
interaction of customer with a website for the first time make strong inferences about the
attributes of the bank from the experience on the site. This also suggests that well-
designed website allows the customer to draw stronger trustworthiness inferences about
the bank than even when the brand identification of the bank.

2.5. Conceptual Framework of the Study

On the basis of overall preliminary review of literature related to the present area of
study, the present researcher developed a conceptual framework to govern the research in
a more systematic manner.

Fig 2.1 presents with the detailed elements of conceptual framework governing the
present study.

Figure 2.1: Conceptual framework of the study

As presented in figure 2.1 above, the overall conceptual elements considered for the
present research included the factor affecting the perceived level of customer
Environmental factors 1. National and International polices 2. Emergence of new
technology 3. Risk associated with technology Personal factors 1. Social class 2. Access
to the system 3. Operating maturity 4. Security issues Institutional operating factors 1.
Technological infrastructure 2. Skilled /technical manpower 3. Cost efficiency 4. User-
friendliness of technology 5. Evolution of newer operating technology requirements
Customer satisfaction Factors affecting use of e-banking service satisfaction which
included at least three factors which includes personal, environmental and institutional.
These factors further included certain factors whose existence impacts the perceived level
of customer satisfaction. An environmental factor includes National and International
polices, emergence of new technology and risk associated with technology. Similarly,
institutional operating factors include technological infrastructure, skilled/technical
manpower, and cost efficiency, user-friendliness of technology and evolution of newer
operating technology requirements. Finally, the personal factor includes social class,
access to the system, social security issues and operating maturity of users. The customer
satisfaction level is acquired through low cost, convenience, service promptness, security
and service accuracy.
 CHAPTER 3
RESEARCH METHODOLOGY

3.1. Introduction

The main purpose of conducting research methodology was to develop the concept about
what is going to be studied, how it will be studied and how the information would be
used in proposed research. This deals how the following research was being conducted
i.e. the types of research methods and research design. The research design may be either
qualitative or quantitative and accordingly exploratory or conclusive research design to
be executed. After properly defining the research method and approaches to be used, the
population and unit of analysis of the research were mentioned for clear path on the
ongoing research. Then after, locating the field work of the research is defined next. Also,
the sampling technique (either probability or non-probability) is defined along with the
ways of data collecting tools. The first section discusses about the research methods
shortly followed by the second section which describes the research designs to be used.
In the third section,the discussion of the sources from which information are obtained in
order to carry the study are mentioned. The forth section is related to the population of
the study which defines on whom the study is conducted. The fifth section contains the
details of sampling strategies which the present researcher will use in order to conduct the
study relying upon the relevant information provided in the population of study. In the
sixth section, the researcher will present with the detailed information about the location
where the research was fielded. The seventh section describes the unit of analyses. The
researcher then develops data collection tools form, through which the data are going to
be collected. After developing data collection tools the next section discusses about how
the fieldwork will be conducted by the researcher and it includes proper definition of
mechanism of fieldwork with specified location, time constraints which will provide
researcher with huge amount of data that are not readily useable and do not convey any
meaningful information, thus, on the subsequent section data reduction is conducted.
Similarly, Plan of action will be developed which specifies the time allotted by the
researcher in each part of research so as to complete the research on time. Finally, the
ending section of chapter three contains of the socio-ethical compliance which will be
made by the researcher during the time of data collection and while interacting with the
respondents.

3.2. Research Designs

The scholars Malhotra and Dash (2011) has found that research design as helping tool in
providing detailed procedures necessary for obtaining information that are very essential
to structure or solve marketing research problems. The present researcher intends to use
descriptive, exploratory and causal research designs to explore factors that affect
customer satisfaction level and determining cause and effect relationship between
variables. The use of descriptive research designs helps to provide depth knowledge
about ebanking. In order to test the stated hypotheses regarding the impact of electronic
banking, and level of customer satisfaction, the present researcher has considered
descriptive design to conduct the present study through structured set of questionnaire
from which statistical views and results are generated. The present researcher will use
fully structured questionnaire for collecting and analyzing data. Furthermore, the present
researcher will apply conclusive design to show the cause and effect relationship between
various variables influencing customer satisfaction

3.3. Sources of Information

According to Cooper and Schindler (2006), primary and secondary sources are mainly
two sources of data collection and information. Primary source of data can be refer to the
original data collected for the first time by ongoing researcher while secondary source of
data refers to those data which has been collected for some other purpose. For carrying
out the present research more precisely, the present researcher used both primary and
secondary source of information. As a primary source, the present researcher will collect
the data from respondent by using fully structured survey questionnaire. Similarly, the
other important information and data are collected through review of literature of
different secondary sources like journals, books, newspapers, websites, government
sources, and various published documents of various scholars and institution.
3.4. Population of the Study

The population of study of the ongoing research study would beall the customers of
Prabhu bank who are currently practicing e-banking services for banking operations. Due
to various constraints of present researcher, the whole customers of Standard Chareted
Bank, Nepal could not be taken into account and therefore, the population that has been
taken in consideration includes customer situated within Kathmandu valley. The
population of study in the ongoing research was selected from Kathmandu valley i.e.
Kathmandu, Bhaktapur and Lalitpur. As it is not possible to locate all the people and as
the population is likely to be homogenous, the present researcher intends to use sampling
method to take the proportion of the population that represents the whole population
through which the present researcher intends to perform the underlying study. The
present researcher used non probability sampling technique since all the element of
population may not have equal, known and non–zero chance of being selected as sample.
Under nonprobability sampling method, the present researcher undertook convenient
sampling technique for the selection of sample as population of the study is too large and
the research is conducted for academic purpose and likely to be simply with limited
access and control over various tools and techniques used for data collection and analysis.
Convenience sampling refers to selection of the respondents who are accessible and
convenient to make contact for research. In addition, lack of funding has caused various
problems like not being able to consider huge population due to lack of resource like
money and even time so convenient sampling is preferred.

3.5. Sampling Decision

Since the present research intended to assess effect of e-banking on satisfaction level
perceived by the general customers, the total size of entire population of the study
remains unknown to the present researcher. So, the sampling distribution is obtained on
the basis of independent variables like age group, gender, academic qualification and
professional line of involvement. The present researcher assumes that there is error of
around 5% and minimum sample is 180 on the process of sampling.
Table 3.1: Distribution of Sample Size for Survey Gender-wise estimation of sample size
distribution SN Gender Minimun expected sample size per value Assumed standard error
Increase in sample size due to standard error Total estimated sample size 1 Male 90 1% 1 91 2
Female 90 1 91 Total 182 A Business Research Project Report by Aliza Shakya; NCM-BBA [2012-
2016] Page 21 Age-wise estimation of sample distribution 1 Upto 20 36 4% 1 37 2 20-30 36 1 37
3 30-40 36 1 37 4 40-50 36 1 37 5 50 above 36 1 37 Total 185 Educational line of attainment-
wise estimation of sample size distribution 1 General literature 30 5% 2 32 2 Upto SLC 30 2 32 3
Intermediate 30 2 32 4 Bachelor 30 2 32 5 Master 30 2 32 6 Others 30 2 32 Total 192
Professional line of attainment-wise estimation of sample size distribution 1 Home-maker 30 5%
2 32 2 Self-employed 30 2 32 3 Private service 30 2 32 4 Public service 30 2 32 5 student 30 2 32
6 others 30 2 32 Total 192 Family income level-wise estimation of sample size distribution 1 Up
to 25,000 36 4% 2 37 2 25,000-50,000 36 2 37 3 50,000-75,000 36 2 37 4 75,000-100,000 36 2 37
100,000 and above 36 2 37 Total 185 So from the above tables, we obtained that the maximum
sample size that is needed for the present research is 192 which is obtained from the sampling
distribution on the basis of independent variable (i.e. education).

3.6. Locating the Research

Since locating each and every branches of Prabhu bank operating in Nepal is not possible
due to constraints of time, financial resources and accessibility, the present researcher has
limited the study within banks operating within the areas of Kathmandu, Bhaktapur and
Lalitpur districts. The present researcher conducted the survey among the customers of
Standard Chartered Bank, Nepal who are practicing e-banking services inside Kathmandu
valley.

3.7. Development of Data Collection Tools

The aim of collecting data is to establish the effect of electronic banking on customer
satisfaction in Standard Chartered Bank, Nepal. Tull and Hawkins (2009) have defined
survey as a systematic gathering of information from the respondents for the purpose of
considering or calculating some aspects of the behavior of the population in which
researcher has focused his study. Basically, the data for sample was collected from the set
of well-designed questionnaire from customers of e-banking users of Standard Chartered
Bank, Nepal. The survey method helped the researcher to collect quantifiable data that
can be compared. Later on, the survey method has been used in this research. For this, the
present researchers have divided the questionnaires into two sections - Personal
information and customer satisfaction through the use of e-banking (see Appendix A). In
the first section, the five questions were included that was about the education attainment,
gender, age, occupation and income level of respondent. The second part of the
questionnaires consists of 11 questions related to the factors determining satisfaction
level of e-banking on number of bank customers. The questionnaire used in the present
research mostly consists of closed-ended and open-ended in some part.
 REFERENCES

Kimani, S. W., Kagira, E. K., Kendi, L., &Wawire, C. M. (2012).Shoppers perception of

retail service quality: supermarkets versus small convenience shops (Dukas) in
Kenya. Journal of management and strategy, 3(1), 56-66.Available at:
https://www.google.com/search?
q=Shoppers+Perception+of+Retail+Service+Quality
%3A+Supermarkets+versus+SmallConvenience+Shops+%28Dukas
%29+In+Kenya&ie=utf-8&oe=utf-8.Retrieved on:May 5, 2016.

Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., &
Schlesinger, L. A. (2009).Customer experience creation: Determinants, dynamics
and management strategies.Journal of retailing, 85(1), 31-41. Available at:
https://scholar.google.com/scholar?q=Customer+experience+creation
%3A+Determinants%2C+dynamics+and+management+strategies.
+Journal+of+retailing%2C+85%281%29%2C+31-
41.&btnG=&hl=en&as_sdt=0%2C5&as_vis=1

Zeithaml, V.A. (1988). Consumers’ perceptions of price, quality, and value: A means-
end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
Available at: https://www.jstor.org/stable/1251446?
seq=1#page_scan_tab_contents.