E-Banking and Customers’ Satisfaction in Bangladesh: An Analysis (original) (raw)
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EPRA International Journal of Economic and Business Review
Customer satisfaction measures how well the expectations of a customer concerning a product or service provided by a company have been met. Thus, customer satisfaction depends on several dimensions of service quality. Electronic banking or simply E-banking enables customers of a bank to conduct a range of financial transactions over the internet. E-banking services not only can create new competitive advantages, it can improve its relationships with customers. The purpose of this study was to examine the relationship between the dimensions of E-banking service quality and customer satisfaction to determine which dimension can potentially have the strongest influence on customer satisfaction. Five service quality dimensions; Dependability, Timeliness, Security & Privacy, Physical facilities and Customize service derived with the support of literature review have been selected as forecasters of customer satisfaction in E-banking. Research design of the study is quantitative. Data has ...
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E- Banking and Customer Satisfaction in Bangladesh
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The present study aims to assess the degree of service quality and customer satisfaction in the electronic banking context in Battticaloa district. To achieve these objectives a questionnaire was developed with item measures that capture the service quality and customer satisfaction constructs. In a study of 231 respondents (51 percent of response rate), unidimensionality, reliability and validity assessments were conducted to validate the key constructs and one sample t-test was performed to test the hypotheses. The results indicated that service quality and customer satisfaction were at high degree in the electronic banking in Battticaloa district. The findings of this study assist the bank managers, academics and practitioners to develop and implement service quality and customer satisfaction related strategies in the electronic banking. Further, this study makes a contribution to the existing literature by comprehensively examining the notions of service quality and customer sat...
The dynamics of service quality and satisfaction of customer on banks situated in various countries indicates that earlier studies offered no consensus over the subject, to confirm the issues and trends of these factors which regulate service quality and customer satisfaction. The purpose of this study was to examine the relationship between the dimensions of E-Banking service quality and customer satisfaction in Vashi, Navi Mumbai .Data were gathered using a survey instrument, which was distributed among bank clients. The data were statistically analyzed using structural equation modelling with SPSS. The findings show that reliability, efficiency ,and ease of use; responsiveness and communication; and security and privacy all have a significant impact on customer satisfaction, with reliability being the dimension with the strongest impact. E-Banking has become one of the essential banking services that can, if properly implemented, increase customer satisfaction, and give banks a competitive advantage. Knowing the relative importance of service quality dimensions can help the banking industry focus on what satisfies customers the most.