| dc.description.abstract | The study's objective was to examine at the user
experience and service quality aspects of online banking in
the public and private sectors in the context of Sri Lanka's
contemporary banking system. In the context of online
banking, this can concentrate on the idea of transaction
costs and how it affects customer satisfaction. The study
can investigate how transaction costs, such as those
associated with searching, negotiating, monitoring, and
enforcing policies, impact customer satisfaction with
online banking services offered by both public and private
banks. The study can examine the effect of transaction costs
on customer satisfaction in the digital banking environment
by looking at the user experience and service quality
elements unique to online banking. This would entail
analyzing the effects of elements like the simplicity of online
banking transactions, the effectiveness of customer service
in resolving online banking issues, the security measures
put in place by banks, and the clarity of online banking
policies on consumer satisfaction. Furthermore, the
comparison research can determine whether transaction
costs in the context of online banking vary between public
and private banks. It can investigate whether specific
transaction costs have a greater effect on customer
satisfaction in one industry than another. Overall, the
research can offer useful insights to Sri Lanka's banking
industry by examining the effect of online banking on
customer satisfaction and contrasting the user experience
and service quality elements in online banking services
provided by public and private banks. These insights can
serve as a roadmap for the creation of efficient strategies
that will increase customer satisfaction, reduce transaction
costs, and enhance the overall functionality of online
banking. | en_US |
