Journal Press India^®

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This study investigates the factors that influence customer satisfaction with e-banking services in Nizwa, Oman, while also examining the impact of various personal variables. A quantitative research design was adopted, utilising structured mailed questionnaires to collect data from 192 e-banking users through convenience sampling. Due to the non-normality of the data, non-parametric tests Spearman’s correlation and the Kruskal-Wallis test were employed. The results showed no significant differences in satisfaction based on gender, age, education, income, or frequency of use. However, all six service-related factors had positive correlations with satisfaction. The strongest associations were observed with intention to use (0.661), transaction speed (0.637), and innovative features (0.604). Reliability, customer support, and accessibility also showed moderate but significant effects. Overall, satisfaction is primarily influenced by service functionality rather than demographic traits. The study emphasises the importance of enhancing innovation, speed, and user engagement to boost e-banking satisfaction.

Keywords

E-banking; Customer satisfaction; Intention to use; Service quality; Oman banking sector

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