Assessing The Impact Of Environmental, Social, And Economic Sustainability On Customer Satisfaction In E-Banking Services

Abstract

The study analyzes the effect of sustainability dimensions including environmental sustainability, social sustainability, and economic sustainability on customer satisfaction in e-banking services. The study employed quantitative research design, and data was obtained through structured questionnaire from 170 e-banking users. The analysis of the relationship between sustainability factors and customer satisfaction was made by multiple regression analysis. The findings support a significant positive relationship of environmental, social and economic sustainability and consumer satisfaction. Efforts to reduce paper resources, improve customer service and clear pricing structures stood out as top drivers of increased satisfaction amongst e-banking users. In addition, social sustainability features such as financial inclusion and multilingual support initiatives, support respectful links with the different user averages, for more community and inclusivity lent their style to diversity users. These results highlight the necessity that the e-banking services incorporate sustainable practices to satisfy the customer needs in a manner that leads to long term satisfaction.