The Influence of Service Quality Dimensions on Customer Satisfaction in E-Banking: Evidence from Banking Sector of Bangladesh (original) (raw)

E-Banking and Customers’ Satisfaction in Bangladesh: An Analysis

E-banking can provide speedier, faster and reliable services to the customers for which they are relatively happy. E-banking services not only can create new competitive advantages, it can improve its relationships with customers. The purpose of this research is to understand the impact of variables of e-banking on customer satisfaction in Bangladesh. The study period is from 2006 to November, 2009 because customers enjoyed the e-banking services newly during this period. Five service quality dimensions namely reliability, responsiveness, assurance, empathy, and tangibles have been established based on the SERVQUAL model and the literature review.

Identifying the Factors of Customer Satisfaction in E- Banking System in Context of Bangladesh

Global Journal of Management and Business Research, 2013

The purpose of this paper is to identifying the factors of customer satisfaction in Bangladeshi commercial banks. In this study, purposive sampling technique was employed to recruit 120 customers classified as government service holder, private service holder and businessman from 10 Banks. We have done Kaiser-Meyer-Olkin Measure of Sampling Adequacy, Bartlett's Test of Sphericity, Cronbach's Alpha Reliability Statistics, inter-correlation, factor analysis and factor ranking. This research showed that management information service, service factor, time management and behavioral factor are the key factors which are representing customer satisfaction in banking sector of Bangladesh. Management information services is the combination of 7 variables such as computerized service, innovative service, smooth and hassel free, staff availability, skilled and knowledgeable employee, service charge, transparency in services.

Customer Satisfaction from Electronic Service Quality (ESQ) of Internet Banking: An Empirical Approach

CLIO An Annual Interdisciplinary Journal of History, 2020

This paper explores perceived service quality in a online retail bank setting in Jalandhar (India) and its influence on customer satisfaction. The purpose of this research is to understand the impact of variables of e-banking on customer satisfaction. Five service quality dimensions namely Security, Responsiveness, Navigation, Customer Service, and Quality of Content were chosen based on the SERVQUAL model and the literature review. These variables have been tested in e-banking to explore the relationship between service quality and the customer satisfaction. The data were gathered through survey interview by a structured questionnaire with 100 customers. The study shows that these factors are the important service quality dimensions for customer satisfaction in e-banking. The study also explores that Security, Responsiveness and Navigation have more contribution to satisfy the customers of e-banking in Jalandhar. The results from regression analysis suggest that these three dimensions of service quality influence customer satisfaction at a large. The information provided by this research can be used when designing marketing strategies to improve customer satisfaction in retail banking.

The Impact of E-Banking on Customer Satisfaction: Evidence from Banking Sector of Pakistan

Customer satisfaction is imperative for the incessant survival of any organization around the world. This research work intends to investigate the impact of E-banking variables on customer satisfaction in Pakistan. Five service quality dimensions; reliability, responsiveness, assurance, tangibles and empathy, derived from the SERVQUAL model with support of literature review have been selected as forecasters of customer satisfaction in E-banking. Research design of the study is quantitative. Data has been gathered through already tested questionnaire from 264 E-banking users as respondents, from different cities of Pakistan. Results of the study have revealed that there is momentous relationship between service quality dimensions and customer satisfaction in E-banking in Pakistan, with more weightage of reliability, responsiveness and assurance among the five dimensions. Through this study we can conclude that service quality in E-banking leads to satisfied customers and thus banks can gain competitive advantage by offering better-quality services to their customers in today's emulous world.

The Effect of E-Banking Service Quality on Customers Satisfaction and Loyalty

Strategic Journal of Business & Change Management, 2020

The objective of this study was to examine the direct effect of e-banking service quality dimensions on both customer satisfaction and customer loyalty of Commercial Bank of Ethiopia (CBE) in Bahir Dar. Quantitative research approach with explanatory research design was employed. Using convenience sampling technique, the data was gathered through already tested questionnaire from 380 E-banking service users of Commercial Banks of Ethiopia as respondents, in Bahir Dar Town. Seven service quality dimensions; efficiency, reliability, responsiveness, easiness, product portfolio, privacy and cost, derived from the SERVQUAL model with support of literature review were selected as forecasters of customer satisfaction and loyalty in E-banking. Structural Equation Model (SEM) and Confirmatory Factor Analysis (CFA) were used to analyze data. Research findings indicated significant impact of efficiency, responsiveness, easiness, privacy and Commission on Satisfaction and the significant impact...

Service Quality and Customer Satisfaction in the Electronic Banking

International Journal of Business and Management, 2017

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...

E- Banking and Customer Satisfaction in Bangladesh

European Journal of Business and Management, 2015

In this age of information technology, electronic communication is the cornerstone of a country for its business and economy. Electronic banking is a modern banking system that delivers the new and traditional banking products and services to the customers electronically. Electronic banking systems allow business parties or individual to pay directly or to debit accounts via telecommunication systems. It provides users, working with a home computer attached by network to their bank, with the ability to authorize payments, reconcile accounts, and access a variety of other banking services. This paper reveals the scenario of electronic banking in Bangladesh. The main objectives of the study are to evaluate the customer satisfaction of the service quality and to assess whether e-banking services provided by the institutions are satisfactory to Bangladeshi customers. Six factors are determined which accelerate customer satisfaction, but among those four factors are considered effective influence. Keywords-Banking, Customer Satisfaction, Bank, Factors, ANOVA 2. Research Questions Research questions which the study will try to get answer are given below: i) What are the major service quality dimensions to satisfy the customers in e-banking? ii) How much the customers are satisfied in overall? 3. Literature Review According to Federal Financial Institutions Examination Council, E-banking includes the systems that enable financial institution customers, individuals or businesses, to access accounts, transact business, or obtain

A STUDY ON CUSTOMER SATISFACTION TOWARDS E-BANKING WITH SPECIAL REFERENCE TO GENERAL BANKING CUSTOMER

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.

An Empirical Study of E-Banking Service Quality & Its Effect on Customers Satisfaction in India

With the advent of Information technology (IT), there is a boom in e-services offered by all the industries around the globe. The banking industry is no different. E-banking is one of the commonly accepted IT solutions by most of the Indian banking and is playing a unique role in strengthening the banking sector and improving its service quality. There is expected an increase in customer satisfaction level with the improvised e-banking services, along with other benefits like reduction in the cost of banking operations, enhanced competitiveness and increased profitability. Therefore it is necessary to evaluate the effect of e-banking services on customer satisfaction. Research methodology-the present study is based on primary data, collected from 200 respondents availing E-banking services from the various public sector as well as private sectors banks. The questionnaire is designed based on dimensions of SERVQUAL model. Various statistical tools are applied for analysis of data. Factor analysis was used for data reduction. Cronbach alpha, KMO and Bartlett test of sphericity were applied to check reliability. Correlation and Regression analysis are run to test the effect of the service quality dimensions on overall customer satisfaction. Secondary data is collected from various journals, magazines, and websites for the extensive literature review. The data is processed on SPSS 16.0 Findings & conclusion: all the service quality dimensions are found to have a positive correlation with overall customer satisfaction. The regression analysis shows that all the service quality dimensions positively affect the overall customer satisfaction.

Impact of Internet Banking Service Quality on Customer Satisfaction

The Journal of Internet Banking and Commerce, 2017

Purpose: To add to the existing knowledge in the electronic banking field of study. To help the banks and policy makers have a better understanding of the internet banking dimensions and their contributions towards customer satisfaction. Especially since not much research has been done in this regard in India which has become the hub of e-banking development after the recent demonetization by the present government, enabling people to go cashless and enhance a digi economy. Design/Methodology/Approach: An exploratory survey with the help of a Likert based questionnaire was conducted to investigate the impact of Internet Banking service quality on customer satisfaction in New Delhi. Judgmental and convenience sampling was used and various kinds of internet banking customers were approached in New Delhi. Data were collected from a sample of 194 internet banking customers. Findings: The result implicated that the internet banking service quality dimensions have a significant impact on ...