Customers’ Satisfaction of E-Banking in Bangladesh: Do Service Quality and Customers’ Experiences Matter?

Md. Abdul Bashir, Md. Alaul Haque, Aidin Salamzadeh () and Md. Mizanur Rahman
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Md. Abdul Bashir: Department of Computer Science & Engineering, Uttara University, Dhaka 1230, Bangladesh
Md. Alaul Haque: Department of Business Administration, Metropolitan University Sylhet, Sylhet 3104, Bangladesh
Md. Mizanur Rahman: BRAC Business School, BRAC University, Dhaka 1212, Bangladesh

FinTech, 2023, vol. 2, issue 3, 1-11

Abstract: The banking sectors are optimistic that electronic banking (E-banking) will help them provide better customer service and strengthen customer relationships. Despite this, a relatively low priority has been given to the level of satisfaction that E-banking users in Bangladesh have regarding the quality of the services they receive and their overall experiences. Consequently, this study aims to determine the effect of service quality and customer experiences on the level of satisfaction perceived by E-banking customers in Bangladesh. Using a convenience sampling technique and a self-administered questionnaire, we gathered data from 315 E-banking customers. The independent variable (service quality and customer experience) and dependent variable (customer satisfaction) on a five-point “Likert-Type Scale” explain the degree to which participants agree or disagree with the questionnaire’s statements. Covariance-based structural equation modeling (CB-SEM) was utilised to analyse the gathered data. The findings of this study indicate that service quality and customer experience significantly positively affect E-banking customer satisfaction in Bangladesh. The outcomes of this study will urge the banking authorities to prioritize service quality to boost customer satisfaction by suggesting several steps to improve the efficiency, effectiveness, and security of the E-banking system.

Keywords: Bangladesh; commercial banks; customer’ satisfaction; customer’ experience; E-banking; service quality (search for similar items in EconPapers)
JEL-codes: C6 F3 G O3 (search for similar items in EconPapers)
Date: 2023
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