A Comparative Analysis of Customer Satisfaction with E-Banking in Public, Private, and Foreign Banks in Afghanistan

الملخص

This study investigates customer satisfaction with electronic banking (e-banking) services through a comparative analysis of public, private, and foreign banks in Afghanistan. Data were analyzed using descriptive and non-parametric statistical techniques to ensure robust findings. Primary data were collected from 300 bank customers using a structured questionnaire, and the reliability of the instrument was confirmed by a Cronbach’s Alpha of 0.931. Descriptive analysis shows generally high levels of satisfaction across all banking sectors, particularly regarding transaction security, usability, and time efficiency. Inferential analysis using the Kruskal-Wallis H test (χ² = 2.475, p = 0.290) and Chi-square test (χ² = 14.362, p = 0.073) reveals no statistically significant difference in overall customer satisfaction among the three types of banks. Based on the results, banks are advised to enhance security and system reliability, improve user-friendly interfaces, and provide awareness programs and prompt customer support to maintain and increase satisfaction. The findings indicate that e-banking satisfaction in Afghanistan is relatively uniform across banking sectors, with variations occurring mainly at the service-attribute level rather than at the institutional level.