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

Author

Listed:
  • 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)

  • Aidin Salamzadeh

    (Faculty of Management, University of Tehran, Tehran 1411713114, Iran)

  • Md. Mizanur Rahman

    (BRAC Business School, BRAC University, Dhaka 1212, Bangladesh)

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.

Suggested Citation

  • Md. Abdul Bashir & Md. Alaul Haque & Aidin Salamzadeh & Md. Mizanur Rahman, 2023. "Customers’ Satisfaction of E-Banking in Bangladesh: Do Service Quality and Customers’ Experiences Matter?," FinTech, MDPI, vol. 2(3), pages 1-11, September.
    • Handle: RePEc:gam:jfinte:v:2:y:2023:i:3:p:36-667:d:1239075
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    References listed on IDEAS

    as
    1. Nathalie Peña-García & Mauricio Losada-Otálora & Jorge Juliao-Rossi & Augusto Rodríguez-Orejuela, 2021. "Co-Creation of Value and Customer Experience: An Application in Online Banking," Sustainability, MDPI, vol. 13(18), pages 1-14, September.
    2. Baljinder Kaur & Sood Kiran & Simon Grima & Ramona Rupeika-Apoga, 2021. "Digital Banking in Northern India: The Risks on Customer Satisfaction," Risks, MDPI, vol. 9(11), pages 1-18, November.
    3. repec:thr:techub:10033:y:2022:i:1:p:357-371 is not listed on IDEAS
    4. Olga Vl. Bitkina & Jaehyun Park & Hyun K. Kim, 2022. "Measuring User-Perceived Characteristics for Banking Services: Proposing a Methodology," IJERPH, MDPI, vol. 19(4), pages 1-15, February.
    5. Emmanuel Obeng-Ayisi & Charles Quansah & Ronald Osei Mensah & Andrews Acquah, 2022. "An Investigation into Factors Impacting on Customer Decision to Adopt E-Banking: Viewpoints of GCB Customers," Technium Social Sciences Journal, Technium Science, vol. 33(1), pages 357-371, July.
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