A Comprehensive Model for Measuring Customer Satisfaction of E-Banking Services in Bangladesh

Md Abdul Bashir (), Md. Golam Morshed (), Md. Adam Shafiulla (), Pijush Kumar Sarkar () and Nahida Ferdous ()

Asian Business Research Journal, 2024, vol. 9, 127-134

Abstract: The provision of financial services via electronic delivery systems is commonly referred to as electronic banking (e-banking). From the very beginning, e-banking has played an important role in the economic development of many countries and has made a significant contribution to customer satisfaction. The aim of this study is to propose a comprehensive model for measuring customer satisfaction with e-banking services in Bangladesh. The study is based on selected peer-reviewed articles from 9 bibliographic databases. The results show that customer satisfaction is influenced by service quality, customer experience and customer satisfaction. The study concludes that it is a comprehensive model for measuring customer satisfaction with e-banking services in Bangladesh.

Keywords: Customer experience; Customer satisfaction and Bangladesh; Service quality. (search for similar items in EconPapers)
Date: 2024
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