Banking Services and Customer Perception in Some Selected Commercial Banks in Bangladesh: A Comparative Perspective (original) (raw)

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.

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

Evaluating Customers Satisfaction of Electronic Banking: An Empirical Study in Bangladesh

The advent of networks, widely known as the internet, has vastly influenced the way communication take place across the globe. It started a new era for information accumulation and dissemination and envisaged the importance of data management for individuals as well as corporate entities. The tremendous advances and the aggressive infusion of information technology have brought in a paradigm shift in banking operations in Bangladesh. E-banking has become popular because of its convenience and flexibility, and also transaction related benefits like speed, efficiency, accessibility, etc. the emergence of new forms of banking channels such as Internet banking, Automated Teller Machines (ATM), Phone banking and also maturing financial market and global competition have forced bankers to explore the importance of customer loyalty. The purpose of this paper is to investigate the consumers" perception towards the extent of internet banking usage.

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.

Users’ Perception of Internet Banking Service: An Evaluative Study of Private Commercial Banks in Bangladesh

2014

The development of electronic banking, especially internet banking has changed the relationship between the banks and its customers and has made the banks efficient which includes savings, improved marketing and communications, offer services regardless of geographic area, time and increased customer base. This empirical research study mainly focuses on investigating the major factors that influence users’ perception towards internet banking service in Bangladesh. The existing literature was reviewed to discover reasons that would influence customers positively or negatively towards internet banking service. A structured questionnaire with 5-point Likert scale has been used to collect the data by conducting survey. The sample size is 170, chosen on a convenient basis. Data has been analyzed by using SPSS software (version: 17). From the findings, it was found that respondents use internet banking because they believe it is conveniently accessible to them and the conveniently accessi...

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.

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'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 Adoption in Bangladesh; Present Status and Customer Satisfaction: An Evaluationt

2021

Research Aims: This paper aims to explore the adoption of E-Banking in Bangladesh, expose the present status, and discover the individual aspect. Design/methodology/approach: A structured questionnaire utilized to collect the core primary data as well as secondary data has also been collected from different journals, literature, and annual reports of the selected banks. The results have been organized and analyzed mostly through descriptive statistics. Research Findings: This paper found that a significant number of respondents agreed; EBanking has improved service efficiency and cost-efficiency. Besides, this paper identified a few critical aspects of present banking status, addressed for further value addition.

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 ...