Abstract: Customer satisfaction has a significant positive impact on the service of an organisation. The management team of any organisation is engaged to modify their existing strategies as well as adopt new schemes in order to meet the needs of the customers. It is identified that people nowadays are more prone to use e-banking rather than traditional banking. E-banking is so convenient to use and it is time-saving compared to traditional banking. Moreover, the banks can get the advantages of integrated banking services by which they can get more customers and grow their organisation by achieving competitive advantages. The main purpose of the study is to find out the relationship between customers on online banking systems and the impact of customer satisfaction in this system. In order to evaluate the result, secondary data are collected from various authentic sources such as peer-reviewed scientific journals, articles and newspapers. Descriptive research is a significant method of research methodology and it has been incorporated into the study because the study is to understand the perspectives of customers on online banking systems. In order to analyse the result, the secondary qualitative data are collected from only valid and updated sources. As per the secondary data analysis, online banking service has provided several abilities to consumers that helped to enhance satisfaction.

Keywords : Customer satisfaction, Customer service, Online banking, Pandemic