An Evaluation of E-Banking Services on Customer Satisfaction: Case of National Bank of Kenya

E-banking is the remote delivery of new and traditional banking products and services through electronic channels. It allows customers to conduct financial transactions on a secure website which can be retail or virtual bank. This research sought to provide empirical evidence regarding satisfaction of customers with e- banking and provide recommendations. It evaluated customer satisfaction with e-banking service at National Bank of Kenya. The study was guided by the following specific objectives; investigation of e- banking web design influence on customer satisfaction in the banking industry; exploration of e-banking customer service influence on customer satisfaction in the banking industry; assessment of e-banking assurance on customer satisfaction in the banking industry and examination of preferential treatment of e-banking effect on customer satisfaction in the banking industry. The theoretical literature review evaluated e-banking and customer satisfaction based on various authors which sought to evaluate: if the web design was designed and ensured easy navigation, the layout was attractive and the design provided links to other sites; in the customer service, if e-banking services provided were accurate, the hyperlinks were valid, the web page loaded quickly and there was prompt responses to e-mails; on assurance, if there was security and privacy, confidence to adopt e-banking services by the customers and feeling of relieve by customers to transact; on preferential treatment, if the customer had a feeling of status using the e-banking service and the customer was offered preferential rates on e-banking. In addition, some of the theories of customer satisfaction were evaluated which are; the contrast theory, assimilation theory and disconfirmation theory. The intervening variables of e-banking towards customer satisfaction were evaluated which are: network access which entails if the network strong or weak, is the backup network compatible; the government p