Publications

This study aimed to investigate the correlation between electronicbanking (e-banking) and customer satisfaction within Centenary Banks.Employing a cross-sectional survey design, the research involved 85participants, from whom a sample of 70 was selected. Data collection wasfacilitated through a self-administered questionnaire. Rigorous dataprocessing and analysis, utilizing relevant statistical software packages, wereapplied to evaluate the relationships explored in the study. The resultsdemonstrated positive and significant associations between e-banking andcustomer satisfaction. Moreover, the findings indicated that the model couldonly account for a 24.4% variance in service quality. In summary, the studyaffirmed that independent variables such as e-banking, networking, andcustomer perceptions regarding service value were crucial predictors ofservice quality in Centenary Bank. Based on the conclusions drawn, the studyrecommends expanding the investigation to encompass factors not initiallyincluded in the model for a more comprehensive understanding of servicequality at Centenary Bank. Additionally, it suggests that Centenary Bank'smanagement place significant emphasis on e-banking and networking toenhance overall service delivery. Furthermore, the recommendation extendsto conducting a longitudinal study to unveil the evolving nature of the subject.Finally, the model proposed in this study should be applied to explore sectorsbeyond the financial domain.