Evaluating the Impact of E-Banking on Customer Satisfaction: A Comprehensive Systematic Review

Juhi Rupal; Ranveer Singh

doi:10.15649/2346030X.3375

Autores/as

Juhi Rupal NIMS University - Rajasthan, India https://orcid.org/0009-0009-4436-1661
Ranveer Singh MPResearchWork - Mathura, India https://orcid.org/0009-0000-5873-4902

DOI:

https://doi.org/10.15649/2346030X.3375

Palabras clave:

satisfacción del cliente, fidelidad del cliente, banca electrónica, banca por Internet, calidad de los servicios

Resumen

El objetivo del estudio es presentar una revisión bibliográfica sistemática basada en investigaciones científicas sobre el impacto de la banca electrónica en la satisfacción del cliente. La banca electrónica ofrece una plataforma digital para satisfacer las necesidades bancarias básicas y complejas a través de dispositivos digitales. El estudio arroja luz sobre el impacto de la banca electrónica en la satisfacción del cliente. La satisfacción del cliente está ampliamente reconocida como un indicador importante del uso continuado y la eficacia en sistemas de información como la banca electrónica. A lo largo de la literatura, se han aceptado varios factores/dimensiones como los principales contribuyentes al Impacto y la influencia de la satisfacción del cliente a través de la banca electrónica. El presente estudio ha revisado 47 artículos de diferentes revistas de calidad para marcar los hallazgos mediante el acceso a la base de datos Scopus de 8 años recientes. Los resultados de los hallazgos bibliográficos sugieren una consideración bidireccional del impacto de los servicios de banca electrónica en la satisfacción del cliente, la calidad de los servicios, la fiabilidad, la eficiencia, la capacidad de respuesta, la seguridad y la privacidad, la facilidad de uso, el rendimiento, etc., como dimensiones principales y, además, el estudio evaluó la consideración de la facilidad de uso y la comodidad en la misma fila para definir el impacto en la satisfacción del cliente.

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