Download This PaperCustomer Satisfaction & E-Banking in Greece during COVID-19 Period
eBusiness & eCommerce eJournal, Vol. 14, No. 15: May 6, 2022
6 Pages Posted: 2 May 2022 Last revised: 22 Aug 2022
Date Written: May 6, 2022
Abstract
Rendering to literature and purposes of banking institutions, customer satisfaction is vital to their management. Information about their satisfaction will give them the competitive advantage to maintain their customer loyalty and increase their profits. In Greece, most commercial banks offer banking services electronically and during the period of restrictive measures, from March to May 2020, the use of electronic banking became very important, because physical presence is not required in bank branches. This paper aims to investigate the impact of e-banking services on customer satisfaction through questionnaires, which are 237, from Greek customers. According to the study, the technology of E-Banking and ease of use of these services, their cost, their adoption and their future intentions were statistically important to customer satisfaction. On the other hand, according to the literature, the effects of privacy, security and personalization and adaptation to customer satisfaction were not confirmed.
Keywords: E-banking, Customer satisfaction, Greek banks, COVID-19
JEL Classification: M15, M21
Suggested Citation: Suggested Citation