E- Banking and Customer Satisfaction in Bangladesh (original) (raw)
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Due to incredible proliferation of information and communication technology (ICT) the concept of banking has been radically changed. Use of modern state of the art technology has also rapidly taken place in Bangladesh which reflects are e-banking products and services. Such developed environment in banking and the ever-increasing habits of the people to use mobile phone should be conductive of internet, online, and mobile banking here. Emergence of e-banking service is playing a fore front role for country's economic development boosting customer satisfaction. This research work is an attempt to find out the status of e-banking by measuring customer satisfaction and importance level on different dimension of e-products like ATM, Credit Card, Internet/Online, Tele banking, and SMS Banking. This research is a combination of exploratory and descriptive research as an effort was made to first gain some basic knowledge on e-banking through study of previous research on e-banking and general observation.
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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.
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Examining the Key Determinants of Customer Satisfaction Internet Banking Services in Bangladesh
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In Bangladesh, the usage and application of internet or online banking is booming in banking sector since the last decade. Still, several banking customers, who are still reluctant to adopt internet banking as a means of conducting their financial transactions. Perhaps, the banks have not been able to satisfy their clients with their provided internet banking services. Hence, the study explores the key determinants of customer satisfaction of internet banking services in Bangladesh. 121 banking customers took part in this study as a sample. Hypotheses were developed based on past studies. The study finds that service quality of the internet banking service, security and ease of use have positive impact on online banking customer satisfaction. The study has also applied some managerial implications for banking business managers.
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 ...