International Journal of Business and Management Review (IJBMR)

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A Stakeholders Perspective on the effect of e-Banking on Customer Satisfaction in Commercial Banks using Funnel Ranting Method


This study examines and explores the effect of e-banking on customer satisfaction in commercial banks. A sample of 500 respondents were selected from a population of 2500 to elicit their views and opinions on the factors responsible for e-banking and customers satisfaction. Such uses both qualitative and descriptive statistics to examine variables like; accessibility, reliability, safety, affordability and consistency using the Funnel Method and Likert Scale to conclude that electronic banking services are more effective in terms of speed and accuracy compared to the traditional counter service banking. However, the study findings showed that electronic banking services cannot always be dependable and reliable because of frequent break downs of the systems.

Keywords: Commercial Banks, Customer Satisfaction, Stakeholders, e-Banking, funnel ranting method

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