Crafting Seamless Experiences: Enhancing Client Gratification in E-Retailing Banking Services

Customer satisfaction is a crucial determinant of the success of banking services, particularly in an age of advancing digital offerings amongst competitive financial marketplaces. Several empirical findings have been obtained to discover the factors that influence the level of consumer satisfaction resulting from the use of virtual banking services in a global context. Nevertheless, the collective assessment of the influence of technology-based financial services has not been examined in emerging markets, particularly in Nepal, which is a representation of the research gap. Thus, this research aims to investigate the influence of e-retailing banking services on client satisfaction. Moreover, this study employed service value, usability, virtual payment process, and trust as influencers and client gratification as target variables. This research adopted a descriptive and casual research design to test the existing hypotheses formulated for the study. The study information relies on e-retailing banking service users accumulated through structured questionnaires. The survey embraced the purposive sampling technique as part of non-probability sampling. This study utilized data from 400 respondents for the data analysis that was gathered from the banking service users from Kathmandu, Nepal, in the year 2024. Further, descriptive statistics and inferential statistics are used for the analysis of the data. The finding of the study revealed a positive influence of service value on client gratification. Similarly, the result reflected a positive and significant influence of usability, virtual payment process, and trust in safety on client gratification, manifesting that effective e-retailing banking services cultivate enjoyment of users in the banking sector services. This result demonstrates the actionable benchmarking strategies for existing banking and financial sectors to craft seamless experiences for clients embracing customized, individual, user-based, secured services.