Assessment of E-Banking Service Quality and User Satisfaction among Paktia University Staff

Abstract

This study examined the perceived level of service quality and customer satisfaction among e-banking users at Paktia University staff. Therefore, it is important to assess the service quality of electronic banking and the satisfaction level of its users at Paktia University. This quantitative study surveyed 198 Paktia University staff using a reliable, self-developed questionnaire measuring service quality and satisfaction. A one-sample t-test was conducted to determine whether the mean scores of service quality and satisfaction significantly differed from their respective hypothesized test values. The results revealed that the mean service quality score (M = 22.56, SD = 2.37) was significantly higher than the test value of 13 (t=197) = 56.86, p < .001), indicating a strong perception of high service quality. Similarly, the mean satisfaction score (M = 13.74, SD = 1.35) was significantly greater than the test value of 8 (t =197) = 59.88, p < .001), suggesting a high level of customer satisfaction. The findings demonstrate that e-banking users at Paktia University perceive both service quality and customer satisfaction to be significantly high, reflecting a positive outlook toward electronic banking services at Paktia University. The banking sector should maintain these positive standards and improve these standards that make customer more loyal to their services.