Wallet Go Digital: Exploring Service Quality and Customer Satisfaction in E-Wallet Apps

Despite the rapid growth of e-wallet adoption, understanding the specific service dimensions that drive customer satisfaction remains a critical challenge for banks.This study investigates the factors influencing customer satisfaction with the quality of online banking services among e-wallet users at a bank in Klang Valley, Malaysia.Using the E-SERVQUAL model as the theoretical framework, data were collected from a sample of 333 respondents and analyzed using SPSS.The results indicated that responsiveness, reliability, ease of use and efficiency significantly impact on customer satisfaction (p-value < 0.05), highlighting their role in enhancing the overall online banking experience.In contrast, trust and fulfillment were found to be insignificant (p-value > 0.05), suggesting that e-wallet users prioritize functional service attributes over these aspects.The findings provide valuable insights for banks to focus on key services dimensions to improve customer satisfaction.Future research could explore the role of demographic factors such as age, digital literacy, and prior exposure to financial technology in shaping user perceptions of online banking services.