Assessing the Effects of Electronic Banking on Customer Satisfaction: A Case Study of First National Bank in Lusaka

Abstract

: The rapid growth of electronic banking has transformed the way financial institutions deliver services, yet its impact on customer satisfaction remains a critical concern, particularly in developing economies. This study sought to assess the effects of electronic banking on customer satisfaction at First National Bank (FNB) in Lusaka. The problem addressed in this research is that despite significant investment in digital platforms, many customers continue to report challenges such as system downtime, security concerns, and difficulties in navigating electronic banking channels, which may undermine overall satisfaction. The objectives of the study were to examine the extent to which customers use electronic banking services, evaluate customer perceptions of system reliability and security, assess the influence of electronic banking on overall satisfaction, and identify areas for improvement. A quantitative research design was adopted to address these objectives. Using random sampling, a total of 70 FNB customers in Lusaka participated in the study. Data were collected through a structured questionnaire consisting of demographic items and multiple Likert-scale questions relating to electronic banking usage and satisfaction. The data were analyzed using descriptive statistics, including frequencies, percentages, and graphical presentations.