Impact of Electronic Services on Customer Satisfaction: The Case of Commercial Bank in Urban Area of Nepal

Electronic banking (e-banking) plays a crucial role in service delivery for emerging economies like Nepal, yet its effects on customer satisfaction remain uneven and context of dependent. It investigates the influence of major e-banking services are ATMs, internet banking, mobile banking, debit cards, credit cards, and electronic fund transfers on the satisfaction levels among customers of commercial banks in urban areas. This paper based on a descriptive research design, selected respondents 188 bank customers in the Kathmandu Valley by using structured questionnaires to collect their experiences and perceptions. Data analysis drew on descriptive statistics to outline usage patterns, Pearson correlations to examine relationships between variables, and multiple regression to assess predictive impacts while controlling confounding factors. The research findings reveal that ATMs and debit cards exert a significant positive effect on customer satisfaction, likely due to their reliability, accessibility, and ease of use in daily transactions. In contrast, internet banking and mobile banking show no statistically significant impact once other services are accounted for. This stems from persistent challenges like inadequate digital infrastructure, frequent connectivity issues, and usability barriers that hinder broader adoption. Credit cards and electronic fund transfers also fall short of strong influence in this setting. Overall, the regression model accounts for 23.8 percent of the variance in satisfaction scores. These results underscore the importance of dependable transaction mechanisms in driving satisfaction. For emerging economies, the paper recommends investments in robust digital infrastructure, enhanced service quality, and targeted customer education programs to overcome barriers and maximize e-banking benefits.