ABSTRACT

This paper aims to analyze the performance of payment gateways in e-banking, proposing the best strategy to enhance customer satisfaction and increase the market share. Payment gateways such as ATM, POS, Internet Bank, and Mobile bank are considered in this research study. Data is collected through questionnaires among 200 bank customers. Collected data is entered into the SPSS software by implementing the modeling features of SPSS in conjunction with conducting relevant tests on the data. The special relationship between the data is determined. Data analysis shows that creating and inducing trust in customers as they utilize banking services can greatly influence the quality of the service. Finally, some strategies are proposed to bank managers for increasing customer satisfaction by using electronic payment gateways. The results can boost our understanding of customer motivation for using payment gateways. This understanding can aid our effort when promoting the e-service in banking sector