Evaluating Customers Satisfaction of Electronic Banking: An Empirical Study in Bangladesh (original) (raw)

Customer's Satisfaction towards E-banking in Bangladesh

Due to the impossible extension of information and correspondence technology [ICT] the concept of banking has been significantly changed. Usage of modern state of the art technology has moreover immediately happened in Bangladesh which reflects are e-banking products and services. Such developed environment in banking and the consistently growing habits of the overall public to use mobile phone should be conductive of internet, online, and mobile banking here. The emergence of e-banking service is playing a fore front part for the country's money related headway boosting customer satisfaction. This research work is an attempt to find out the status of e-banking by 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 and particular examination as an effort was made to first expand some basic knowledge on e-banking through study of previous research on e-banking and general observation.

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

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.

Customer Satisfaction of Internet Banking in Bangladesh: A Case Study on Citibank N.A

The concept of E-banking or internet banking has been practiced by Citibank N.A successfully over the years. E-banking applications enable an account holder to gain control over the cash positions. Customization is another benefit for both the bank and the user if e-banking is used instead of traditional banking. It makes it easier for the user to carry out day to day transactions. Citibank via CitiDirect® Online banking streamlines banking activities by giving authorized access to certain authorized users at every level of the organization to corporate accounts. An easy to use web interface allows this procedure. Citibank N.A has achieved success in this field of e-banking and has been named the Best Internet Bank by Global Finance in the previous years. The Study was carried out using questionnaires survey from clients and multiple regression with satisfaction factors are found using SPSS software. The results clearly indicate that internet banking plays an important role in customer satisfaction. A very significant task is to understand the risks of customer satisfaction of internet banking and rectify the errors wherever possible. The results show that the majority of the users of internet banking are satisfied with the internet banking. Citibank also needs to be aware of future threats of internet banking and introduce new techniques to combat hacking, phishing, pharming and other unethical practices. It is also evident that those who use traditional banking want to switch to internet banking so the prospect of internet banking is very prosperous for Citibank N.A and Bangladesh.

An Analysis of Customer Perceptions on Services of Electronic Banking in Bangladesh

The use of Internet is growing rapidly in all business sectors to maintain effective relationships with customers, suppliers, distributors and many other parties. Banking sector is receiving the benefits of Internet by providing online services to the customers. Online services of banks are very useful for the internal employees and the customers where popularity of banking is increasing gradually. The benefits of E-Banking are enormous for both the financial institutions and bank customers. These benefits are the basis for the growth of the E-Banking. For the bank customers, the biggest benefit of E-Banking is convenience, longer banking hours, flexibility and accessibility. Despite the benefits and advantages of E-Banking, there are drawbacks and weaknesses. In developing this study, a pre-defined methodology and procedure have been followed. The aim of this research is to evaluate customers' perceptions on the Electronic banking services in Bangladesh.

Measuring Customer Satisfaction of E Banking in Bangladesh

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.

Examining the Key Determinants of Customer Satisfaction Internet Banking Services in Bangladesh

Academy of Strategic Management Journal, 2020

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.

Customer Perception on Internet Banking: A Study on Islami Bank Bangladesh Ltd

, Independent Perception Research Hub, Dhaka, Bangladesh. International Journal of Research and Innovation in Social Science (IJRISS) |Volume V, Issue IX, , 2021

The objective of the study was to show the customer perception on Internet banking by identifying factors that influence the performance of bank in Bangladesh.. The study was basically a survey on IBBL, Narayanganja branch that used quantitative data & a structured questionnaire was used to collect data from 45 samples drawn on the basis of convenient sampling the results of the study showed that maximum number of respondents responded positively on Internet banking. It was found that customers wanted high level of security in such type of banking and they were likely to grant i-transfer service than irecharge service. In the part of satisfaction and importance level it was found that respondents were satisfied on IBBL Internet banking service. But people want validated security level certainty and they thought i-recharge and i-transfer system should be improved. Internet banking service is a part of the ebanking bundle and it is an alternative means of offering the customers self-controlled transactions, using the internet as the medium for the transaction.. Bank can expand more service such as foreign exchange and investment in this system. Higher Security level must be applied and employees under this system should be expertised and automatic login features must be avoided in this banking system. The study recommended that future studies should be carried out using non Internet users as respondents to investigate their intentions and perception of the Internet banking services in Bangladesh.

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.

Client Satisfaction of Internet Banking Service in Bangladesh: An Exploratory Study

eBusiness & eCommerce eJournal, 2013

Internet banking is a new concept in Bangladesh which can be used for doing almost all works of a physical bank. Through internet banks can provide services like – electronic fund transfer, bills payment, balance inquiry, account maintenance, transaction flexibility, loan application etc. Internet banking service, thus, facilitates making deposits, issue withdrawals, transfer funds among accounts, collect and pay bills, make small loans etc. This study is one type of exploratory research using convenience sampling technique where samples have been selected on the basis of convenience. This paper tries to reveal portion of bank clients using internet banking, how many of them are satisfied regarding this innovation. This study found clients are satisfied with the bill payment and fund transfer service, whilst they are quite concern and worried about the availability of internet and electricity for using it. Thus banks need to focus on this issue and increase their CSR activities and ...