Impacts of E-Banking on Customer Satisfaction: A Special Reference to Sri Lankan Commercial Banks

The rapid growth of digital banking has transformed the financial services industry, shifting from traditional practices toward electronic banking (e-banking). In Sri Lanka, internet-based banking was introduced in the 1990s, and its adoption accelerated sharply during the COVID-19 pandemic, recording over 600% growth. This study investigates the impact of e-banking on customer satisfaction in Sri Lankan commercial banks by examining key service dimensions including trust and security, reliability, efficiency and ease of use, website design, and responsiveness. A quantitative approach was employed, using survey data analyzed with descriptive statistics, correlation, and regression models. Results indicate that efficiency and ease of use exert the strongest influence on customer satisfaction, while trust, security, and responsiveness remain critical to sustaining loyalty and confidence. These findings highlight the necessity for Sri Lankan banks to enhance digital platforms, strengthen security protocols, and adopt user-friendly designs to improve the overall customer experience. The study contributes to both theory and practice by combining established models such as SERVQUAL and the Technology Acceptance Model with contemporary evidence from Sri Lanka. Practical implications are offered for policymakers and bank managers to foster inclusive, secure, and customer-centered digital banking services.