Non-Financial Performance of Financial Firms: A Case Study of Pakistan’s Banking Sector
DOI:
https://doi.org/10.62843/jefr/2022.3495107Keywords:
Financial Firms, Banking Sector, Pakistan, CustomersAbstract
Technology has become commonplace nowadays. Every industry wants to deploy new technology to improve productivity and customer service. Every company prioritises customer pleasure. Therefore, the banking sector is immersed in the technology race to improve operations and provide excellent customer service. We studied Internet banking client satisfaction for this reason. This study has one dependent and four independent variables. Customer happiness is the dependent variable, while privacy, content, interface, literacy, and technology efficiency are independent variables. The population is in the district of Kohat, and the Roscue Model was used to pick the sample size. A base paper questionnaire was used. The major data was collected by questionnaire. The bank's customers received the questionnaire via email and WhatsApp. Purposive sampling was used. Data was collected from 132 male and female respondents. After organising the data, 120 replies were selected for further analysis. We used SPSS regression, correlation, Chroch Alpha, and Chi-square analysis to analyse the data. The data show that neither content nor user interface affects Internet banking satisfaction. Privacy, literacy, and technology efficiency directly and considerably improve customer satisfaction. H1 was disputed. However, h2, h3, and h4 were proven in this study. As the sample size increases, the result may improve.
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