E- Banking and Customer Satisfaction in Bangladesh

Abstract

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